Service Desk Team Lead

Public Trust: BI Full 6C (T4)

Requisition Type: Regular

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by delivering solutions that improve citizen services millions depends on.

Job Description

GDIT is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations. The role involves managing a complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement. Candidate will act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.

HOW YOU WILL MAKE AN IMPACT

• Lead help-desk operations and provide guidance to technicians
• Manage a team of help-desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems.
• Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately.
• Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies.
• Plan, prioritize, and coordinate help-desk activities to maximize resolution rates and minimize downtime.
• Develop and implement training programs to enhance technician skills and improve customer service outcomes.
• Troubleshoots complex issues and provides incident resolution for all related incidents requiring escalated support or subject matter enterprise within end user hardware and software, to include end user equipment, local and network printers, HDD, and removable media encryption.
• Analyze help-desk performance metrics and identify opportunities for process optimization and tool enhancements.
• Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services.
• Simulate or replicate user-reported problems to identify root causes and implement effective solutions.
• Recommend system and workflow improvements to reduce recurring issues and improve overall user experience.
• Responsible for contractual service levels and to ensure timelines are met to customer satisfaction.

REQUIRED QUALIFICATIONS

• 10+years of experience leading 25+ team members
• ServiceNow experience required
• One of the following ITIL 4 Certifications is required: ITIL 4 Specialist i.e. (CDS, DSV, HVIT, DPI), ITIL 4 Strategist, ITIL 4 Managing Professional (MP) or ITIL4 Strategic Leader (SL)
• HDI certificate is required
• Previous experience supporting large-scale government customers with thousands of end-users

U.S. Citizenship and a background investigation are required; you must have a current clean financial background. 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.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace

Work Requirements

Years of Experience

10 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

ITIL 4 Foundation | PeopleCert - PeopleCert

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required