IT Service Desk Lead, Operations & Performance

General Dynamics Information Technology; Bethesda (MD); On-site; USD 95,000 - 140,000; Full time

Job summary

General Dynamics Information Technology in Bethesda, MD is seeking an IT Service Desk Technical Lead (Operations) to oversee Tier 0/1 support, align performance with SLAs, OLAs, and KPIs, and engage with customers and stakeholders. The role emphasizes process improvement, workforce planning, and collaboration with government personnel and vendors to resolve complex incidents.

A Bachelor's degree and 5 years leadership in ITSM are required; ITIL certification is preferred; onsite with potential

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience.
• Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or ITSM operations.
• Strong understanding of ITIL principles and continual service improvement.
• ITIL Foundation certification required; ITIL Intermediate/Managing Professional preferred.
• Experience supporting Service Desk operations using platforms such as ServiceNow or Cisco ACD.
• Experience supporting Federal Government, healthcare, research, or similarly complex organizations is preferred.
• Excellent verbal, written, presentation, and customer engagement skills.
• Demonstrated ability to lead teams in fast-paced environment; change initiatives, automation.

Responsibilities

• Lead Tier 0 and Tier 1 IT support operations and incident management.
• Manage Service Desk performance using SLAs, OLAs, KPIs, and customer satisfaction metrics.
• Analyze operational metrics, identify trends, and drive process improvements.
• Oversee workforce planning, staffing, queue management, and surge support.
• Develop and maintain procedures, knowledge articles, and training materials.
• Coordinate with Government personnel, vendors, and service providers to resolve incidents.

Skills

ITIL knowledge

Leadership

Incident management

ServiceNow

Customer engagement

Education

Bachelor's degree

Tools

Cisco ACD

Job description

General Dynamics Information Technology in Bethesda, MD is seeking an IT Service Desk Technical Lead (Operations) to oversee Tier 0/1 support, align performance with SLAs, OLAs, and KPIs, and engage with customers and stakeholders. The role emphasizes process improvement, workforce planning, and collaboration with government personnel and vendors to resolve complex incidents.

A Bachelor's degree and 5 years leadership in ITSM are required; ITIL certification is preferred; onsite with potential