Services Branch Lead
About The Position
GDIT is seeking a Senior Services Branch Lead to direct service operations and projects for the USCENTCOM Information Technology Services (CITS) Program supporting USCENTCOM J6 in Tampa, Florida. The role assists in leading the Service Desk, Desktop Services, and Secure View teams and provides subject matter expertise to improve customer support for USCENTCOM priorities through disciplined program, project, and engineering processes. The Branch Lead oversees Incident and Problem Management and coordinates with Major Incident Management. The role ensures projects, initiatives, and processes conform to organizational policies, procedures, and objectives; supports Service Design and Transition; and implements Continual Service Improvement tasks with operations teams. It also drives vendor engagement for responsive Tier IV support and technology innovation analysis to inform future enterprise decisions. The position maintains customer relationships supporting strategic technology insertion and lifecycle replacement of enterprise IT hardware. It applies ITIL, Agile, and PMBOK practices, including project scheduling, resource planning, performance tracking, and workload prioritization. The role supports delivery metrics and status briefings, evaluates proposed initiatives with the CSI Lead, advances ITSM processes and tools, champions organizational change management, works with operations teams to deploy designed capabilities, and partners with quality teams to measure technical delivery and customer experience.
Requirements
- Bachelor’s degree focused on computer science, engineering, or a related field, and at least 8 years of experience.
- Applicable DoW 8140 or DoW 8570 certification.
- At least 8 years of progressive technical implementation, team leadership, and customer relationship experience.
- Skill in using best-practice engineering methods.
- Experience in strategic planning, including developing data-supported recommendations and preparing and executing action plans.
- Proven ability to analyze, evaluate, and overcome program risks across multiple project teams.
- Knowledge of incident management, problem management, change management, knowledge management, and request fulfillment.
- At least five years of experience supporting high-level and Senior Government Executive customers with IT requirements.
- Active TS/SCI clearance; U.S. citizenship required.
- Ability to travel for USCENTCOM exercises, up to 10% of the year, to OCONUS locations.
Nice To Haves
- Master’s degree focused on computer science, engineering, or a related field.
- ITIL 4 Foundation certification.
- Experience with USCENTCOM and familiarity with its mission.
- Knowledge of and familiarity with USCENTCOM’s IT environment.
Responsibilities
- Assist with leading the Service Desk, Desktop Services, and Secure View teams.
- Improve customer support for USCENTCOM priorities using disciplined program, project, and engineering processes.
- Oversee Incident and Problem Management processes and coordinate with Major Incident Management.
- Ensure projects, initiatives, and processes comply with organizational policies, procedures, and objectives.
- Support Service Design and Transition actions and implement Continual Service Improvement tasks with operations teams.
- Drive vendor engagements to secure responsive Tier IV support and analyze technology innovations for future enterprise consideration.
- Maintain key customer relationships supporting strategic technology insertion and lifecycle replacement of IT hardware across the enterprise.
- Apply ITIL, Agile, and PMBOK practices, including MS Project scheduling, resource planning, performance tracking, and workload prioritization.
- Support status work products and briefings that accurately present service delivery metrics, team performance, and mission outcomes.
- Work with the CSI Lead to evaluate impacts of recommended initiatives and projects and advance ITSM processes and tooling solutions that meet customer use cases.
- Champion organizational change management affecting engineering, operations, and service delivery teams.
- Support Service Delivery strategy and design, and partner with operations teams to launch and deploy capabilities across the environment.
- Partner with the quality team to implement a quality management program covering technical delivery and measuring customer experience.
- Provide required USCENTCOM exercise support, including travel to OCONUS locations.
Benefits
- Medical plan options, including some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- 401(k) plan with company match.
- Flexible work weeks where possible.
- Paid time off, including vacation, sick and personal time, holidays, and 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.
- Wellness packages.
- Career growth tools and learning opportunities.
- Internal mobility support.
- Competitive pay.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
