Service Desk Lead for Government ITIL & ServiceNow

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

Benefits offered by this job

Medical plan options

401K with company match

Paid time off

Military-friendly workplace

Job summary

General Dynamics Information Technology, Inc. (GDIT) seeks a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations within a government client environment.

You will guide technicians, manage performance, and ensure incident resolution, documentation, and adherence to SLAs while driving continuous improvement. The role requires US citizenship and after-hours availability; you will mentor staff and coordinate enterprise-wide resolutions to maintain high customer

Qualifications

• 10+ years of experience leading 25+ team members.
• ServiceNow experience required.
• ITIL 4 or ITIL 5 MP/SL and a current HDI certification required.
• Experience supporting large-scale government customers with thousands of end-users.
• U.S. Citizenship and a background investigation required; after hours/weekends as needed.

Responsibilities

• Lead help-desk operations and provide guidance to technicians.
• Manage a team of help-desk technicians troubleshooting IT issues related to hardware, software, and network systems.
• Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately.
• Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies.
• Plan, prioritize, and coordinate help-desk activities to maximize resolution rates and minimize downtime.
• Develop and implement training programs to enhance technician skills and improve customer service outcomes.
• Troubleshoots complex issues and provides incident resolution for all related incidents requiring escalated support or enterprise knowledge.
• Recommend system and workflow improvements to reduce recurring issues and improve overall user experience.

Skills

Continuous Improvement

Problem Resolution

Technical Issues

Education

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. (GDIT) seeks a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations within a government client environment.

You will guide technicians, manage performance, and ensure incident resolution, documentation, and adherence to SLAs while driving continuous improvement. The role requires US citizenship and after-hours availability; you will mentor staff and coordinate enterprise-wide resolutions to maintain high customer