Lead Service Desk Operations | 10+ yrs, ServiceNow Expert

General Dynamics Corporation; Arlington (VA); Híbrido; USD 111.000 - 150.000; Jornada completa

Descripción de la vacante

General Dynamics Information Technology (GDIT) in Arlington, VA is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations, emphasizing efficiency, quality, and continuous improvement. You will be the first point of contact for our government client and must demonstrate strong technical and customer service skills.

U.S. Citizenship is required and the role may require after-hours support.

Formación

• Minimum 10+ years of experience leading 25+ team members.
• ServiceNow experience required.
• ITIL v4 certification required.
• HDI certificate required.
• U.S. Citizenship required.

Responsabilidades

• Lead help-desk operations and provide guidance to technicians.
• Manage a team of help-desk technicians who troubleshoot IT issues related to hardware, software, and network systems.
• Ensure documentation, tracking, and timely resolution of support requests.
• Supervise staff and ensure consistent service delivery and policy adherence.
• Plan, prioritize, and coordinate help-desk activities to maximize resolution rates and minimize downtime.
• Develop and implement training programs to enhance technician skills and customer service outcomes.

Conocimientos

Continuous Improvement

Problem Resolution

Technical Issues

Leadership

Herramientas

ServiceNow

ITIL v4

Descripción del empleo

General Dynamics Information Technology (GDIT) in Arlington, VA is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations, emphasizing efficiency, quality, and continuous improvement. You will be the first point of contact for our government client and must demonstrate strong technical and customer service skills.

U.S. Citizenship is required and the role may require after-hours support.