Service Desk Team Lead

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

Req ID: RQ229455

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: BI Full 6C (T4)

Job Family: Technical Support Services

Skills:

Continuous Improvement,Problem Resolution,Technical Issues

Certifications:

ITIL 4 Managing Professional (ITIL MP) | PeopleCert - PeopleCert

Experience:

10 + years of related experience

US 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

• 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.

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 https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans