Site Service Manager

Job Description

Leidos Security Enterprise Solutions (SES) is seeking an experienced Site Service Manager to lead field service operations at a key customer location. This position is responsible for the day-to-day performance of the site service team, ensuring security screening systems are maintained to the highest standards of reliability, availability, and customer satisfaction.

The Site Service Manager will lead both Leidos and third-party Field Service Engineers, provide advanced technical support, manage customer and stakeholder relationships, and ensure contractual service levels and performance objectives are consistently achieved.

This is a hands-on leadership role requiring a strong combination of technical expertise, people leadership, customer management, and operational execution.

Primary Responsibilities

Site & Technical Service Leadership

• Lead day-to-day field service operations and ensure assigned work is completed safely, efficiently, and to the customer's satisfaction.

• Provide Level 3 technical support for equipment at the site, including troubleshooting complex issues and identifying root causes of recurring failures.

• Ensure Priority 1/system-down incidents are appropriately escalated to Technical Support when root cause cannot be identified within established timelines.

• Drive improvements in equipment availability and reliability through effective preventive, corrective, and proactive maintenance.

• Partner closely with Technical Support to identify recurring equipment issues, implement corrective actions, and improve overall system reliability.

• Ensure Field Service Engineers have the appropriate tools, test equipment, technical information, and processes required to perform their roles effectively.

• Ensure tools and test equipment are properly maintained and calibration requirements remain current.

Team Leadership & Development

• Lead, mentor, and develop a team of approximately 10–15 Field Service Engineers and support personnel, including both direct employees and third-party resources.

• Establish clear expectations and build a culture of accountability, teamwork, and ownership.

• Identify individual strengths, development opportunities, and training needs and partner with the Area Service Manager to develop the team.

• Drive cross-training to increase technical capability and provide greater flexibility in site coverage.

• Manage staffing levels, shift schedules, duty rosters, overtime, and site coverage to meet contractual requirements.

• Review and approve timecards and expenses for direct employees.

• Ensure employee travel and expenses comply with Leidos policies and approved processes.

Customer & Stakeholder Management

• Serve as a key Leidos service representative at the customer site and maintain strong relationships with airport stakeholders, government organizations, commercial customers, and other partners.

• Drive customer satisfaction by proactively addressing service concerns, communicating operational status, and ensuring commitments are delivered.

• Work across Leidos functional organizations to develop effective customer solutions while communicating customer requirements and feedback internally.

• Engage regularly with site stakeholders to understand operational priorities, upcoming requirements, and potential risks.

Service Performance & Contract Execution

• Manage site performance against contractual SLAs, KPIs, and service metrics, including:

  • Response time

  • Preventive maintenance completion

  • Work order resolution and closure

  • Equipment availability

  • Mean time between critical failures

  • Parts/RMA performance

• Partner with the Area Service Manager to establish site goals, objectives, and performance expectations.

• Identify opportunities for cost containment, operational efficiency, and continuous improvement.

• Provide operational and technical input to Service Program Management for tenders, bids, proposals, and contract requirements.

• Identify process improvement opportunities and work cross-functionally to implement sustainable improvements.

Projects & Cross-Functional Support

• Partner with the Project Management Office (PMO) on new equipment installations, commissioning, upgrades, and site projects.

• Work closely with Supply Chain to manage spare parts availability, stocking levels, deliveries, and RMA activity.

• Coordinate with Service Administration, Technical Support, EHS, Quality, Product Line, Projects, and other functional teams as required.

• Support required airport/customer documentation, including AEP/BCAS requirements where applicable.

• Coordinate required HR and supporting documentation associated with customer invoicing.

Safety, Compliance & Data Governance

• Ensure all EHS, Lockout/Tagout (LOTO), site safety, and regulatory requirements are strictly followed.

• Maintain strong data governance across the service organization and ensure accurate use of Leidos CRM/service management systems.

• Establish clear expectations for timely and accurate work order documentation.

• Ensure service personnel provide real-time updates and maintain complete and accurate service records.

Basic Qualifications

• Bachelor's degree or three-year diploma in Electrical Engineering, Electronics Engineering, Mechatronics, or a related technical discipline, or equivalent relevant experience.

• Demonstrated field service experience supporting complex electromechanical, electrical, electronic, or security systems.

• Previous experience leading or supervising Field Service Engineers or other technical personnel.

• Demonstrated ability to lead a technical service team of approximately 10–15 employees and/or third-party resources.

• Strong troubleshooting and root-cause analysis capabilities.

• Experience managing customer relationships in a service-driven environment.

• Ability to manage multiple priorities in a fast-paced, mission-critical operating environment.

• Strong written and verbal communication skills in English and the applicable local language.

• Ability to communicate effectively with technicians, customers, senior management, and cross-functional stakeholders.

• Strong organizational and time-management skills.

• Proficiency with Microsoft Office applications, including Excel, Word, and Project.

Preferred Qualifications

• Experience supporting airport security screening, hold baggage screening, checkpoint security, or similar mission-critical systems.

• Experience with security screening equipment, X-ray systems, Explosive Detection Systems (EDS), or other complex electromechanical equipment.

• Experience working within an airport or other highly regulated operating environment.

• Experience managing service delivery against contractual SLAs and KPIs.

• Experience working within a global or matrixed organization.

• Familiarity with CRM or field service management systems.

Key Competencies

The successful candidate will demonstrate:

• Strong people leadership and coaching skills

• Customer focus and relationship management

• Technical troubleshooting and problem solving

• Ownership and accountability

• Operational discipline

• Sound judgment and decision-making

• Strong communication and stakeholder management

• Ability to work effectively across a matrixed organization

• Continuous improvement mindset

• High degree of integrity and trust

Key Internal Partnerships

This position will work closely with:

• Field Service

• Area Service Management

• Technical Support

• Project Management / PMO

• Product Line

• Quality

• Supply Chain

• Service Administration

• Environmental, Health & Safety (EHS)

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

Pay Range:

Pay Range -

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.