Enterprise Service Desk Lead

$127,500 - $172,500/Yr

GD Information Technology, Inc. - Fort Belvoir, VA

Full-time - Mid Level

Remote - Fort Belvoir, VA

10,001+ employees

About the position

The Enterprise Service Desk Lead at General Dynamics IT is responsible for overseeing the delivery of digital workplace services on a large-scale DOD contract. This role involves coordinating staffing, managing incident tickets, and ensuring effective communication with various functional leads. The position is critical in providing IT support to both internal and external mission partners, ensuring high-quality service delivery in both CONUS and OCONUS locations.

Responsibilities

• Coordinate delivery of customer digital workplace services for the program.
• Staff the Service Desk personnel and coordinate with key functional leads.
• Open incident tickets for all support requests in the incident ticketing and workflow-management systems.
• Assist ticketing-system workflow and platform managers with developing workflows as needed.
• Escalate resolution of incidents according to escalation procedures.
• Verify accuracy, resolve problems, or forward problems to appropriate Tier III or technical support for open incident and problem tickets.
• Monitor, manage, optimize, and report user call queues and responses to service-desk phone calls.
• Provide endpoint and office automation solution setup, disassembly, and relocation services.
• 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 violations.
• Provide technical assistance and customer support for wireless devices.
• Support remote access configuration and support for users and external customers.
• Provide daily ticket queues and VIP support status to government service leads.
• Support user account creation, maintenance, and revocation as directed by security.
• Coordinate incidents with DoD enterprise service providers as required.
• Develop and maintain an automated user self-help feature or knowledge base.

Requirements

• BS degree; additional years of experience may be considered 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 leading and delivering IT services for DoD or IC organizations supporting CONUS and OCONUS customers.
• Experience providing executive-level technical briefings and presentations to senior Government personnel.
• Security+ (IAT II) certification.
• One technical or management certification (e.g., CompTIA, Cloud Security Alliance, Microsoft, etc.).
• ITIL 4 Foundations certification and one or more ITIL Practice Manager, Managing Professional, or Strategic Leader 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