24x7 IT Service Desk Delivery Lead

General Dynamics Information Technology, Inc.; Los Angeles (CA); On-site; USD 141,000 - 191,000; Full time

Job summary

General Dynamics Information Technology, Inc. in Pasadena, CA, seeks an IT Enterprise Operations Services Delivery Manager to guide the end-to-end service delivery of a 24×7 IT Service Desk and related on-site Field Services.

This role integrates AI-enabled tools, PC-as-a-Service hardware, and ITSM development resources to support NASA JPL initiatives. The candidate will lead with ITIL-based practices, manage SLAs and KPIs, oversee incident resolution, and maintain strong customer relationships.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field, or equivalent professional experience.
• ITIL 4 Foundation or higher-level ITIL certification.
• Extensive experience managing enterprise IT operations, service delivery, and end-user support in a complex organization.
• Demonstrated experience overseeing a 24×7 IT Service Desk and geographically distributed on-site Field Services.
• Experience managing enterprise mobility, telecommunications services, and Mobility and Telecom Expense Management.
• Strong knowledge of ITIL-based service management processes, SLA governance, incident management, and continual service improvement.
• Experience with ITSM platforms such as ServiceNow and reporting or analytics tools.
• Experience managing vendors, service contracts, budgets, and operational performance.
• Strong leadership, communication, stakeholder management, and problem-solving skills.
• Excellent oral, written, and presentation communication skills, with the ability to convey complex technical topics to diverse stakeholders and support meetings and technical discussions independently.
• Experience mentoring or supporting remote teams, including coordination and performance management activities.
• Experience with schedule creation, timeline tracking, deliverables management, metrics reporting, demonstrations, and virtual training.
• Ability to obtain and maintain a Public Trust clearance.

Responsibilities

• Enterprise IT Operations and Service Delivery Own the end-to-end delivery and performance of a 24×7 IT Service Desk supporting enterprise users.
• Establish and manage service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), and customer experience targets.
• Oversee incident management, service request fulfillment, escalation management, major incident communications, and problem resolution.
• Monitor ticket volumes, response and resolution times, first-contact resolution, backlog, abandonment rates, and customer satisfaction.
• Manage staffing models, workforce forecasting, shift schedules, resource utilization, and operational handoffs.
• Drive self-service adoption, knowledge management, automation, and continuous improvement to reduce recurring incidents and improve service efficiency.
• Manage onsite deskside and field support services.
• Establish field support coverage models, dispatch procedures, escalation paths, and service delivery standards.
• Optimize field technician productivity, first-time fix rates, dispatch efficiency, and customer satisfaction.
• Lead and develop service desk supervisors, field support leads, mobility administrators, and service delivery personnel.
• Collaborate with IT leadership, business stakeholders, and service providers to align support services with enterprise priorities.
• Drive continuous improvement through service analytics, customer feedback, process standardization, automation, and self-service capabilities.
• Provide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.

Skills

ITIL

Service Management

Leadership

Communication

Stakeholder Management

Public Trust clearance

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. in Pasadena, CA, seeks an IT Enterprise Operations Services Delivery Manager to guide the end-to-end service delivery of a 24×7 IT Service Desk and related on-site Field Services.

This role integrates AI-enabled tools, PC-as-a-Service hardware, and ITSM development resources to support NASA JPL initiatives. The candidate will lead with ITIL-based practices, manage SLAs and KPIs, oversee incident resolution, and maintain strong customer relationships.