Service Desk Lead

Company: General Dynamics Information Technology
Location: Hyattsville
Posted on: January 15, 2022

Job Description:

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** Secret

**Public Trust/Other Required:** None

**Job Family:** Systems Administration

**GDIT is seeking a Service Desk Manager to support our** **Program Executive Office Enterprise Information Systems (PEO EIS) Managed Service Provider (MPS) Program.**

**Join an exciting and dynamic team delivering a large-scale Enterprise Common Tools cloud platform, automation & orchestration, and Cloud Application Migration effort. This team works in a dynamic and fast-paced environment, with engineering, migration, and operations & sustainment of cloud migration efforts. Enterprise Common Tools and specific Army program customer migration efforts provide a range of day-to-day challenges, while the bigger picture architecture and migration efforts provide tangible milestones that the team pursues together following AGILE practices, to deliver the overall program effort. We're building a team with the right skills to deliver operations and sustainment in an environment of customer mission delivery, integrity, and communications, with both dedicated and matrixed resources, and the chance to learn and grow on the job and the program. We're looking to fill this role/team with those who currently have the cloud experience, certifications, and skills to execute in large enterprise environments, are flexible and enjoy tackling challenges, and desire to join a large team that is building and sustaining a large multi-tenant cloud platform/enterprise and migrating/expanding/automating the enterprise. If this sounds like you and you love to learn and grow with a team while delivering program milestones, then we'd love to hear from you!**

**RESPONSIBILITIES:**

**This position will be responsible for supervising the service desk technician team. The Manager trains, coaches, and mentors employees on how to deliver the best customer service and achieve security operations center Service Level Agreements. Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures. Works with other department supervisors to promote a high morale environment and assist other functions of the service desk by flexing staff as needed.**

**Essential job functions**

**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.**

**Promotes a positive and respectful workplace.**

**Handles customer escalations and works as a liaison with government/client officials.**

**Provides polite and customer friendly service support to client and team.**

**Weekend work will be required to supervise staff and team productivity.**

**Documents performance and productivity of team members.**

**Possesses current working knowledge of computers, printers, laptops and common windows applications.**

**Takes daily accountability of personnel and balances overall team staffing to include leave requests.**

**Provides training on specific client accounts and processes.**

**Leads and mentors team members for technical and professional development.**

**Takes lead on team projects and learn new technologies as needed.**

**Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability** **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.**

**Required skills and experience:**

**Bachelors or Associates degree in the field of computer science or equivalent and 5+ years of relevant work experience.**

**Security+ CE or other technical certification to meet DoD 8570 compliance required (IAT Level II minimum).**

**Supervisor experience is required.**

**Technical remote experience is required.**

**Service Now experience is desired.**

**Windows and Microsoft Office proficiency is required.**

**Active Secret clearance is required to start.**

**Desired skills and experience:**

**Cloud Service Helpdesk experience desired**

**Experience with Microsoft Azure Solutions**

**Experience with Amazon Web Services**

COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.

Keywords: General Dynamics Information Technology, Silver Spring , Service Desk Lead, Other , Hyattsville, Maryland