IT Service Desk Team Lead

Job Qualifications

Customer Communications, Help Desk Management, Service Now Ticketing System

Pipeline

None

None

NACI (T1)

Technical Support Services

Customer Communications, Help Desk Management, Service Now Ticketing System

None

5 + years of related experience

No

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.

• 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 Service Now 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.

• 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 Service Now 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

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

• Ability to obtain and maintain an NIH Public Trust clearance

• Bethesda, MD (onsite with potential hybrid schedule)

• 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

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.

The likely salary range for this position is $83,927 - $113,549. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours 40

Travel Required Less than 10%

Telecommuting Options Onsite

Work Location USA MD Bethesda

Additional Work Locations None

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual…