Services Branch Lead

General Dynamics Information Technology; Tampa (FL); Presencial; USD 150.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Internal mobility support

Comprehensive benefits

401K with company match

Paid time off

Descripción de la vacante

General Dynamics Information Technology, Inc. seeks a Senior Services Branch Lead to direct all service operations and projects for the USCENTCOM CITS Program in Tampa, FL.

Lead the Service Desk, Desktop Services and Secure View teams, apply ITIL and PMBOK practices, manage incidents and problems, and coordinate with vendors to ensure Tier IV support and continuous improvement. Requirements include a Bachelor’s degree, 8+ years in technical leadership, DoW 8140/8570, active TS/SCI clearance, and

Formación

• Bachelor’s degree in computer science, engineering, or related field with 8+ years' experience.
• DoW 8140 or DoW 8570 certification.
• 8+ years of progressive technical implementation and leadership.
• Experience in strategic planning with data-driven recommendations.
• Experience mitigating risks across multiple project teams.
• Knowledge of incident, problem, change, knowledge management, and request fulfillment.
• Experience supporting high-level government executives in IT requirements.

Responsabilidades

• Direct Service Desk, Desktop Services and Secure View teams.
• Provide SME on improving customer support through disciplined program, project, and engineering processes.
• Oversee Incident and Problem Management and Major Incident Management coordination.
• Ensure conformance with policies, procedures, and objectives.
• Support Service Design and Transition actions and Continual Service Improvement.
• Drive vendor engagements for Tier IV support and technology innovation analysis.

Conocimientos

Technical leadership

Team leadership

Customer relationships

Engineering methods

Strategic planning

Risk analysis

Incident management

Problem management

Change management

Knowledge management

Request fulfillment

Govt executive support

Educación

Bachelor's degree in CS/engineering

DoW 8140 or DoW 8570 certification

Descripción del empleo

GDIT is looking for a Senior Services Branch Lead to direct all aspects of service operations and projects for the USCENTCOM Information Technology Services (CITS) Program supporting the USCENTCOM J6 in Tampa, FL.

MEANINGFUL WORK AND PERSONAL IMPACT

Duties and Responsibilities:

As the Information Technology Services Branch Lead for the CITS Program, assists with leading Service Desk, Desktop Services and Secure View teams. Provides subject matter expertise on improving customer support in support of the USCENTCOM Commander’s highest priorities through implementation of disciplined program, project, and engineering processes. Provides oversight to the Incident and Problem Management processes and maintains awareness and coordination with all aspects of Major Incident Management. Additionally, ensures that all associated projects, initiatives, and processes are in conformance with the organization's established policies, procedures, and objectives. Supports Service Design and Transition actions and implements Continual Service Improvement tasks in coordination with operations teams. Drives vendor engagements to ensure responsive Tier IV support and to ensure technology innovation analysis to best inform future enterprise consideration.

Additional Responsibilities:

• Maintain key customer relationships to support strategic tech insertion and lifecycle replacement of IT hardware for the entire IT Enterprise
• Implement best practices for the Enterprise to include ITIL, Agile, PMBOK frameworks for delivering IT Services work that include use of MS Project Scheduling, Detailed Resource Planning, performance tracking, and workload prioritization of the combined teams to effectively meet customer milestones
• Support the development of status work products, to include briefing materials that showcase accurate service delivery metrics and team performance to mission outcomes
• Work with the CSI Lead and evaluate impacts of recommended initiatives and projects and drive delivery of advanced ITSM processes and tooling solutions that meet the customers use cases
• Champion organizational change management efforts that impact internal engineering, operations, and service delivery operations within programs technical teams
• Directly support teams with unique Service Delivery related strategy and design, and partner with the operations team to bring designed capabilities online and deployed across the environment
• Partner with the quality team to implement an effective quality management program that covers all elements of technical delivery to measure and provide insights into customer experience

What you’ll need to succeed

Education and/or Certifications:

Required:

• Bachelor’s Degree with a focus in computer science, engineering, or a related field of study and at least 8 years of experience
• Applicable DoW 8140 or DoW 8570 Certification

Desired:

• Master’s Degree with a focus in computer science, engineering, or a related field of study
• ITIL 4 Foundation Certification

Required Skills:

• 8 years+ of progressive technical implementation, team leadership, and customer relationship experience
• Skilled in utilizing best practice engineering methods
• Experience in strategic planning, including contributing recommendations with supporting data and preparing and executing action plans
• Proven proficiency in analyzing, evaluating, and overcoming program risks across multiple project teams
• Demonstrated knowledge of incident management, problem management, change management, Knowledge management as well as request fulfillment
• Possess a minimum of five years of experience supporting high-level and Senior Government Executive customers with IT requirements

Desired Skills:

• Experience with USCENTCOM and familiarity with its mission
• Knowledge and familiarity with USCENTCOM’s IT environment

Clearance Requirement:

• Active TS/SCI

Travel Requirements:

• Required USCENTCOM Exercise support of up to 10% Travel during the Year to OCONUS Locations

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, competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

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