IT Service Desk Technical Lead (Operations)
About The Position
GDIT is currently seeking an IT Service Desk Technical Lead in Bethesda, MD. to join our team. In this role, you will be required to manage Service Desk performance using service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements. This position will report directly to the Service Desk Manager and have frequent contact with customers, direct reports, peers, and managers. Leading Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions. Analyzing operational metrics, identifying trends, implementing corrective actions, and driving continuous process improvement. Managing workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization. Developing and maintaining operational procedures, knowledge articles, training materials, and service management documentation. Coordinating effectively with Government personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience required.
- Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity.
- Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.
- ITIL Foundation certification required.
- Experience supporting Service Desk operations utilizing platforms such as ServiceNow, Cisco ACD, or equivalent enterprise ITSM and contact center technologies.
- Excellent verbal, written, presentation, and customer engagement skills.
- Demonstrated ability to lead teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.
- Ability to obtain and maintain an NIH Public Trust clearance.
Nice To Haves
- ITIL Intermediate, Managing Professional, or equivalent certification preferred.
- Experience supporting Federal Government, healthcare, research, academic or similarly complex organizations is preferred.
- Experience supporting organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.
Responsibilities
- Leading Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
- Managing Service Desk performance using service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements.
- Analyzing operational metrics, identifying trends, implementing corrective actions, and driving continuous process improvement.
- Managing workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.
- Developing and maintaining operational procedures, knowledge articles, training materials, and service management documentation.
- Coordinating effectively with Government personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.
Benefits
- Full-flex work week
- 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
- Variety of medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- Ability to contribute both pre and post-tax dollars to 401(k) up to the IRS annual limits
- Paid parental leave
- Paid military leave
- Paid bereavement leave
- Paid jury duty leave
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
