Senior Service Desk Lead — ServiceNow & ITIL Expert

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

Benefits offered by this job

Growth opportunities

Internal mobility support

Comprehensive benefits & 401K

Military-friendly culture

Job summary

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, driving efficiency, service quality and continuous improvement.

You will be the primary point of contact for a government client, guiding technicians, resolving hardware, software and network issues, and ensuring timely incident resolution within contractual SLAs.

Qualifications

• 10+ years of leadership experience
• ServiceNow experience required
• ITIL 4 or ITIL 5 MP or SL plus HDI certification required
• Experience supporting large-scale government customers with thousands of end-users

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 requests efficiently
• Supervise staff ensuring consistent service delivery and policy adherence
• Plan, prioritize, and coordinate help-desk activities to maximize resolution and minimize downtime
• Develop training programs to enhance technician skills and customer service
• Troubleshoot complex issues and provide incident resolution for escalated problems
• Analyze help-desk performance metrics and identify optimization opportunities
• Guide staff in diagnosing and resolving issues across unclassified systems
• Replicate user-reported problems to identify root causes and solutions
• Recommend system/workflow improvements to reduce recurring issues
• Ensure contractual service levels and timely delivery to customers

Skills

Continuous Improvement

Problem Resolution

Technical Issues

Education

ITIL 4 MP / ITIL 5 SL

HDI Certification

Tools

ServiceNow

Job description

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, driving efficiency, service quality and continuous improvement.

You will be the primary point of contact for a government client, guiding technicians, resolving hardware, software and network issues, and ensuring timely incident resolution within contractual SLAs.