Service Desk Team Lead

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

Job Information

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: BI Full 6C (T4) Job Family: Technical Support Services

Job Qualifications: Skills: Continuous Improvement, Problem Resolution, Technical Issues Certifications: None Experience: 10 + years of related experience U.S. Citizenship Required: Yes

Job Description

GDIT is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations. The role involves managing a complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement. Candidate will act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.

HOW YOU WILL MAKE AN IMPACT

• Lead help-desk operations and provide guidance to technicians
• Manage a team of help-desk technicians who troubleshoot and resolve 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 subject matter enterprise within end user hardware and software, to include end user equipment, local and network printers, HDD, and removable media encryption.
• Analyze help-desk performance metrics and identify opportunities for process optimization and tool enhancements.
• Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services.
• Simulate or replicate user-reported problems to identify root causes and implement effective solutions.
• Recommend system and workflow improvements to reduce recurring issues and improve overall user experience.
• Responsible for contractual service levels and to ensure timelines are met to customer satisfaction.

REQUIRED QUALIFICATIONS

• 10+years of experience leading 25+ team members
• ServiceNow experience required
• ITIL 4 or ITIL 5 Managing Professional (MP) or Strategic Leader (SL) and a current HDI certification is required by the customer to be considered for this role.
• Previous experience supporting large-scale government customers with thousands of end-users
• U.S. Citizenship and a background investigation are required; you must have a current clean financial background.
• The role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.
• Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $111,155 - $150,385. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

WORK HOURS & LOCATION

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Telecommuting Options: Onsite
• Work Location: USA VA Arlington
• Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.

For more information about GDIT's Privacy Policy, click here: Privacy Policy | GDIT