Description
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-facing projects involving the growth and sustainment of an enterprise service desk suite of tools specifically, ServiceNow. The Service Operations Manager will oversee the Service Desk multi-tiered team along with ServiceNow operations management to deliver solutions and day-to-day operations that ultimately ensure seamless support of the USAF to support an enhanced end user experience.
Candidate MUST:
Service Operations Manager Primary Responsibilities:
Team Leadership: Lead, mentor, and develop a team of ITSM staff, fostering a culture of collaboration and continuous improvement.
Service Management: Implement and maintain best practices for service delivery, incident management, and problem resolution, ensuring compliance with SLAs and KPIs.
Additional Responsibilities Include:
Create effective, deliverable technical proposal solutions/content that conform to requirements, win strategy, and corporate strategy.
Project Monitoring and Control: Tracking project progress, monitoring performance against established SLA’s, metrics, and taking corrective actions as needed.
Continuous Improvement: Identifying opportunities to improve project management practices and documentation to enhance delivery quality and speed. Provide feedback to ServiceNow teams on new capabilities, service improvements, and efficiencies needed by the operations team.
Required Skills:
A minimum of 5 years experience and strong knowledge of ServiceNow; including knowledge of ITSM and its capabilities as well as related modules.
Strong knowledge and experience with Service Desk and service management best practices
Active DoD 8570 IAT Level II or equivalent DoD 8140 certification (e.g., Security+ CE, CCNA-Security, CySA+, GICSP, GSEC, CND, SSCP).
Strong communication and collaboration skills, dealing with complex architectures, customers, and competing priorities.
Preferred Qualifications:
• Experience integrating ServiceNow with Atlassian tools such as Jira and Confluence.
• Active Project Management Professional Certification.
• Active ServiceNow Practitioner Technical Project Manager Certification.
• Active ServiceNow Project Portfolio Management Certification.
• A minimum of 2 years of experience as ServiceNow Developer, ServiceNow Solutions Architect.
• A minimum of 2 years leading ServiceNow development teams.
A minimum of 3 years of experience with developing ServiceNow solutions across various platform applications, such as ITSM, ITOM (HAM and SAM), ITBM, CSM, SecOps, GRC, HR.
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”
Original Posting:
August 1, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $80,600.00 - $145,700.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
