IT Service Desk Team Lead

General Dynamics Information Technology•Bethesda, MD

19d•$83,927 - $113,549•Hybrid

About The Position

GDIT is seeking an IT Service Desk Team Lead in Bethesda, MD. This role involves leading and motivating a team of Service Desk professionals to provide excellent technical support, achieve high customer satisfaction, and meet Service Level Agreements. The position reports to the Service Desk Manager and requires frequent interaction with customers, direct reports, peers, and managers.

Requirements

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
Ability to obtain and maintain an NIH Public Trust clearance

Nice To Haves

Working experience supporting Apple OS and iOS
ITIL Certification
HDI Certification

Responsibilities

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.