Enterprise Service Desk Lead

$153,000 - $207,000/Yr

General Dynamics - Fort Belvoir, VA

Full-time - Mid Level

Fort Belvoir, VA

10,001+ employees

Transportation Equipment Manufacturing

About the position

The Enterprise Service Desk Lead at General Dynamics IT is responsible for overseeing the delivery of digital workplace services for a large-scale Department of Defense contract. This role involves managing service desk personnel, coordinating with various functional leads, and ensuring effective incident management and customer support for IT services across multiple environments.

Responsibilities

• Coordinate delivery of customer digital workplace services for the program.
• Supervise and manage incident ticketing and workflow-management systems.
• Assist in developing workflows for support requests.
• Escalate incident resolution according to established procedures.
• Verify accuracy and resolve problems for open incident and problem tickets.
• Monitor and manage user call queues and service-desk phone responses.
• Provide setup, disassembly, and relocation services for endpoint and office automation solutions.
• Install, configure, maintain, and troubleshoot computer peripherals.
• Provide end-point software and application support to end users.
• Coordinate security and situational awareness concerns for cybersecurity incidents.
• Provide technical assistance for wireless devices and remote access support.
• Deliver daily ticket queues and VIP support status to government service leads.
• Support user account management as directed by security personnel.
• Coordinate incidents with DoD enterprise service providers to resolve issues.
• Develop and maintain a user self-help feature or knowledge base.

Requirements

• BS degree or equivalent experience in lieu of degree.
• 8+ years of experience coordinating delivery of digital workplace services.
• Experience leading customer services for NIPRNet, SIPRNet, and JWICS environments.
• Experience delivering IT services for DoD or IC organizations supporting CONUS and OCONUS customers.
• Experience providing executive-level technical briefings to senior Government personnel.
• Security+ certification (IAT II).
• One technical or management certification (e.g., CompTIA, AWS, VMware, etc.).
• ITIL Version 4 Foundation certification and additional ITIL certifications.

Benefits

• Excellent customizable health benefits (Medical, Dental and Vision)
• 401K with company match
• Educational Assistance and eLearning
• Flexible work week
• Internal mobility team dedicated to employee advancement
• Rewards and Recognition programs
• Innovative and collaborative environment encouraging critical thinking