IT Service Desk Team Lead

NIH IT Service Desk Team Lead

GDIT is currently seeking an IT Service Desk Team Lead in Bethesda, MD to join our team. In this role you will required to develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction while meeting all Service Level Agreements.   This position will report directly to the Service Desk Manager and have frequent contact with customers, direct reports, peers and managers.

HOW THE IT SERVICE DESK TEAM LEAD WILL MAKE AN IMPACT

• Responsible for the daily operation of the Service Desk team
• Manage the daily activities of the assigned team
• Responsible for developing and motivating staff while promoting teamwork
• Work with the Quality Team to address quality issues and improve performance
• Use the ServiceNow ticketing system to capture data and generate reports
• Review and act on daily performance metrics
• Handle calls for escalated issues
• Provide direction to staff members regarding operational issues
• Responsible for staff scheduling and coverage for the Service Desk core hours
• Perform agent activities when necessary – handle customer calls/web submits
• Work with the Service Desk Trainer to recommend and create training opportunities
• Work with the Knowledge Management Team to provide up-to-date procedures and knowledge for personnel and operations of the Service Desk
• Promote collaboration, teamwork and skill sharing between other groups and the Service Desk teams
• Provide administrative and functional support for personnel activities such as time keeping, performance reviews, mentoring, counseling, and hiring.

WHAT YOU’LL NEED TO SUCCEED

Required Qualifications

• Bachelors degree and 6 yrs relevant experience, or a Masters degree with 4 yrs related experience
• Must have experience leading and directing the activities of the Service Desk
• Will have ServiceNow experience
• Ability to make responsible decisions quickly
• Ability to generate and interpret data
• Ability to build and maintain a high-performance team
• Ability to effectively communicate with customers, direct reports, peers and managers
• Ability to generate, embrace, and endorse positive change

Preferred

• Working experience supporting Apple OS and iOS
• ITIL Certification
• HDI Certification

Security Clearance

• Ability to obtain and maintain an NIH Public Trust clearance

Location

• Bethesda, MD (onsite with potential hybrid schedule)

GDIT IS YOUR PLACE: 

• Full-flex work week to own your priorities at work and at home 

• 401K with company match 

• Comprehensive health and wellness packages 

• Internal mobility team dedicated to helping you build your skills and own your career 

• Professional growth opportunities including paid education and certifications 

• Cutting-edge technology you can learn from  

• Rest and recharge with paid vacation and 10 company-paid holidays  

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.