Lead Coalition Support Service Desk

Please take this opportunity to join one of GDIT’s fastest long-standing growing programs!  US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting edge program supporting DoW intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. 

This position is responsible for managing and maintaining the US BICES-X Coalition Support Service Desk, providing Tier 0 – 1 user and systems support, incident response, and escalation.

Responsibilities:

• Provides Direct Supervision to Help Desk technicians spanning two or more geographical locations.
• Provide Customer Support Supervision and Leadership to Tier 0 - 1 Team.
• Screens and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Coordinates support with other functional leads to facilitate quick resolution of issues, identifying trends and implementing training opportunities as needed for support personnel.
• Documents Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
• Develops and updates Local Work Instructions and standard Operating Procedures and Processes to improve team performance and assign accountability.
• Develops and provides metrics reporting and trend analysis to maintain quality support and maintain Service Level Agreements within standard.
• Installs, configures, and upgrades computer hardware and software.
• Provides end-user software troubleshooting and support.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides phone and help-desk support for local and off-site users.
• Provides guidance, training and work leadership to less-experienced technicians
• Analyzes customer needs to determine functional and cross-functional requirements and improvement opportunities.
• Maintains current knowledge base of relevant technologies and processes as assigned.
• Participates in special projects as required.
• Monitors service queues and ticket quality, communicates with service support technicians and escalates diagnosed problems as needed.

**Shift Work is required**

Required Qualifications:

• 5 years of related experience in supporting Help Desk Operations.
• Bachelor’s degree (may use experience in lieu of degree)
• Must possess Secret clearance and able to obtain a TS/SCI clearance.
• IAT Level 2 or higher required.
• Able to obtain ITIL V4 within 120 days of hire.
• Experience with IT Service Management (ITSM) tools such as Service Now, Microsoft MECM, or Tier 0-3 ticket escalation and notification procedures.
• Experience with user, administrative and service account creation and management.
• Experience with direct customer support for both internal and external customers with varying levels of computing skills.
• Experience with Incident management procedures, ticketing, troubleshooting and incident escalation.
• Experience with Microsoft Office Applications, and Active Directory.  
• Experience with writing comprehensive diagnostic troubleshooting summaries. 
• Experience with the principles, methods, and techniques used in Microsoft Server 2016, AND 2019 administration, troubleshooting and support.
• Ability and willingness to evaluate and learn new processes, procedures and technologies and apply them effectively to improve support functions.
• Experience with developing and presenting training for both internal and external customers.
• Ability to lead a team of IT professionals in geographically dispersed locations.
• Ability to handle dissatisfied customers (internal and external) and resolve issues.
• Strong communications & technical writing skills.

Preferred Qualifications:

• Information technology Infrastructure Library (ITIL) V4 or greater certification.
• Experience with Customer Support, Incident Management, and Information.