Service Desk Team Lead - Govt IT & ServiceNow Expert

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

Job summary

General Dynamics Information Technology, Inc. seeks a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations. The role emphasizes operational efficiency, service quality, and continuous improvement for a government client.

The candidate will be the first point of contact, delivering exceptional technical and customer service to resolve issues quickly and effectively. Willingness to work after hours and travel as needed is 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

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 escalated support across end-user hardware and software
• 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 user experience
• Responsible for contractual service levels and to ensure timelines are met to customer satisfaction

Skills

Continuous Improvement

Problem Resolution

Technical Issues

Job description

General Dynamics Information Technology, Inc. seeks a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations. The role emphasizes operational efficiency, service quality, and continuous improvement for a government client.

The candidate will be the first point of contact, delivering exceptional technical and customer service to resolve issues quickly and effectively. Willingness to work after hours and travel as needed is required.