Service Desk Team Lead - Government IT & ServiceNow

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

Job summary

General Dynamics Information Technology is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations at our Arlington, VA site. You will oversee hardware, software, and network issue resolution, drive continuous improvement, and ensure service levels meet customer expectations.

The role requires US citizenship, 10+ years of leadership experience, ServiceNow proficiency, and ITIL v4 certification.

Qualifications

• Minimum of 10+ years of related experience in a leadership role.

Responsibilities

• 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.
• 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.

Skills

ServiceNow

Continuous Improvement

Problem Resolution

Technical Issues

Education

ITIL v4 certification

HDI certificate

Job description

General Dynamics Information Technology is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations at our Arlington, VA site. You will oversee hardware, software, and network issue resolution, drive continuous improvement, and ensure service levels meet customer expectations.

The role requires US citizenship, 10+ years of leadership experience, ServiceNow proficiency, and ITIL v4 certification.