Service Desk Team Lead

General Dynamics Information Technology, Inc.; Arlington (VA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Wellness packages

Job summary

General Dynamics Information Technology, Inc. is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations for a government client in Arlington, VA.

The role emphasizes operational efficiency, service quality, and continuous improvement. You will lead help-desk activities, coordinate incident resolution, mentor technicians, and ensure SLAs are met by leveraging ServiceNow, ITIL MP/SL, and HDI certification, with experience supporting large government

Qualifications

• 10+ years of experience leading 25+ team members.
• ServiceNow experience required.
• ITIL 4/5 MP or SL and a current HDI certification are required by the customer.
• Previous experience supporting large-scale government customers with thousands of end-users.

Responsibilities

• Lead help-desk operations and guide 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 escalated support.
• 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 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.

Skills

Team leadership

People management

Client communication

Large-scale government support

Education

ITIL 4/5 MP or SL Certification

HDI Certification

Tools

ServiceNow

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 timelinesare 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.