General Dynamics Information Technology Service Desk Lead in College Park, Maryland
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Job Family: Help Desk
GDIT is hiring a Service Desk Lead to assist us in delivering timely and consistent information technology (IT) and telecommunications support services to our federal client.
Strategy & Planning
Manage Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Manage policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems.
Manage the processing of incoming calls to the Service Desk via both telephone, portal, and e-mail to ensure courteous, timely and effective resolution of end-user issues.
Enforce request handling and escalation policies and procedures.
Track and analyze trends in Service Desk requests and generate statistical reports.
Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency.
Oversee development and communication of help sheets, usage guides, and FAQs for end users.
Oversee the development, implementation, and administration of service desk staff training procedures and policies.
Train, coach and mentor Service Desk Technicians and other junior staff.
Manage the overall desk activities and staff.
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Attend Enterprise Change Advisory Board (eCAB) meetings.
Monitor incident trends and anticipate potential problems for proactive resolution.
Formal Education & Certification
- Bachelors or Associates degree in the field of computer science or equivalent and 5+ years of relevant work experience.
Knowledge & Experience
Extensive application support experience with Microsoft Office, Adobe, Web Browsers, Google Suite, Android Apps, Windows 10, Microsoft Visio, Microsoft Project, Clarity, Maximo, Collaboration Software, Customer Relationship Management Software, and ITSM tools.
Extensive knowledge of computer hardware, including Desktops, Laptops, Mobile devices, printers, and virtual devices.
Working knowledge of a range of diagnostic utilities, including MS Desktop Performance and Resource Monitoring, Computer Management and Administrative Tools, Knowledge Base Articles within the ITSM tool, Windows Event Viewer, Windows Sysinternals Suite, Solarwinds, Zendesk, etc.
Experience with desktop and server operating systems, including Microsoft, Apple, Android, Novell, and Linux.
Familiarity with the advanced principles of ITIL, Project Management, and the Help Desk Institute.
Proven track record of developing and providing SLAs and Service Desk deliverables.
Demonstrated progressive experience in the management of a technical support team.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.