IT Service Desk Lead — Drive Helpdesk Excellence

General Dynamics Information Technology; Arlington (VA); On-site; USD 111,000 - 150,000; Full time

Benefits offered by this job

Total Rewards

Onsite work location

Job summary

General Dynamics Information Technology seeks a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations within a government context. The role centers on managing a complex IT environment, boosting operational efficiency, and ensuring high service quality while guiding staff to rapid issue resolution.

The candidate will serve as the first point of contact for the government client, applying exceptional technical and customer service skills to resolve issues

Qualifications

• 10+ years of related experience.
• Experience leading 25+ team members.
• ITIL v4 certification required.
• HDI certificate is required.
• Experience supporting large-scale government customers.

Responsibilities

• Lead help-desk operations and provide guidance to technicians.
• Manage a team of help-desk technicians who troubleshoot and resolve IT issues.
• Ensure the team documents, tracks, and resolves support requests efficiently.
• Supervise technical support staff and ensure consistent service delivery.
• Plan, prioritize, and coordinate help-desk activities to maximize resolution rates.
• Develop and implement training programs to enhance technician skills.
• Troubleshoot complex issues and provide incident resolution for escalated support.
• Analyze help-desk performance metrics and identify optimization opportunities.
• Guide staff in recognizing, diagnosing, and resolving issues across unclassified systems and services.
• Simulate or replicate user-reported problems to identify root causes.

Skills

Continuous Improvement

Problem Resolution

Technical Issues

Tools

ServiceNow

Job description

General Dynamics Information Technology seeks a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations within a government context. The role centers on managing a complex IT environment, boosting operational efficiency, and ensuring high service quality while guiding staff to rapid issue resolution.

The candidate will serve as the first point of contact for the government client, applying exceptional technical and customer service skills to resolve issues