IT Service Desk Technical Lead (Operations)

GD Information Technology•Bethesda, MD

1d•$81,349 - $103,500•Onsite

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.

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; ITIL Intermediate, Managing Professional, or equivalent certification preferred.
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.
Experience supporting organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.
Ability to obtain and maintain an NIH Public Trust clearance

Nice To Haves

Experience supporting Federal Government, healthcare, research, academic or similarly complex organizations is preferred.

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 401k up to the IRS annual limits and receive a company match
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.