Service Desk Team Lead

Clearance Level
None
Category
Program Management
Location
Washington, District of Columbia

REQ#: RQ36963

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

 

GDIT is seeking a  Service Desk Team Lead for the our client's  infrastructure program.  U.S. Citizenship and background investigation is required; you must have a current clean financial background.  (Though the position is 8-5 M-F, the role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.) Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

Responsibilities include but are not limited to:

i.             Own overall responsibility for ITSMS process handling on the Service Desk;

ii.            Manage all Service Desk supervisors;

iii.           Coordinate Service Desk staff training sessions;

iv.           Liaise with the Service Delivery Designee;

v.            Manage the development and issuance of Service Desk operational reports;

vi.           Represent the Service Desk team in a customer-facing role;

vii.          Liaise with the Contractor designated Change lead;

viii.         Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results;

ix.           Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;

x.            Serve as a further escalation point for Service Desk supervisors;

xi.           Attend Change Advisory Board meetings as and

xii.          Participate in Problem Management activities.

Requirements: Provides a dedicated ITIL v3 Foundation Certified Team Lead onsite who will have a minimum of 10 years of experience Client Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Client services.

This position is not yet funded.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

GDIT CAREERS

Opportunity Owned

Discover more at gdit.com/careers

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.