Tier II Desktop Lead: IT Service & Asset Ops

General Dynamics Information Technology (GDIT); Washington (District of Columbia); On-site; USD 88,000 - 120,000; Full time

Job summary

General Dynamics Information Technology (GDIT) is seeking an experienced End User Support and Hardware Asset Management lead to guide Tier 2 service desk operations in a complex enterprise IT environment in Washington, DC. The role emphasizes hands-on device support and asset lifecycle management.

You will coordinate incident response in ServiceNow, ensure accurate asset records in the CMDB, and provide on-site and remote support for a range of devices and users, including executives.

Qualifications

• Ten years of progressive IT support experience involving endpoint configuration, imaging, deployment, hardware asset management, and troubleshooting.
• Four or more years of leadership or coordination of technical support personnel and service desk operations.
• Experience managing incidents and service requests in ServiceNow or similar ITSM platform.
• Hands-on experience with end-user hardware, software, mobile devices, inventory, and lifecycle records.
• Ability to develop repeatable procedures and knowledge content for ongoing service improvement.
• Strong written and verbal communication with clear status reporting.

Responsibilities

• Lead day-to-day Tier 2 service desk operations and coordinate desktop support.
• Monitor incidents and tasks in ServiceNow; ensure ownership, notes, and closure.
• Provide hands-on support for Windows laptops, desktops, printers, and mobile devices.
• Administer hardware asset records in ServiceNow and CMDB; track lifecycle updates.
• Coordinate on-site deployments, relocations, and executive support as needed.
• Communicate remediation plans and status updates to users and stakeholders.
• Collaborate with infrastructure, cybersecurity, apps, identity, and vendor teams.

Skills

IT support

Service desk leadership

Incident management

End-user hardware

Documentation

Communication skills

Education

Bachelor's degree or equivalent

ITIL Foundation certification

Microsoft 365 Certified: Endpoint Administrator Associate

CompTIA A+ Certification

CompTIA Network+ Certification

CompTIA Security+ Certification

CompTIA Project+

Tools

ServiceNow

Job description

General Dynamics Information Technology (GDIT) is seeking an experienced End User Support and Hardware Asset Management lead to guide Tier 2 service desk operations in a complex enterprise IT environment in Washington, DC. The role emphasizes hands-on device support and asset lifecycle management.

You will coordinate incident response in ServiceNow, ensure accurate asset records in the CMDB, and provide on-site and remote support for a range of devices and users, including executives.