# Service Desk Team Lead

**Company**: GDIT
**Location**: Arlington, VA
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $111,155 - $150,385
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-VA-Arlington/Service-Desk-Manager_RQ229455?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8d55fb07-db1

## Description

GDIT is seeking a Service Desk Team Lead to supervise a mid-sized team focused on service desk operations. The role involves managing a complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement. The successful candidate will act as the first point of contact for a government client and exhibit exceptional technical and customer service skills to resolve issues quickly and efficiently.

**Key Responsibilities:**

- Lead help-desk operations and provide guidance to technicians

- Manage a team of help-desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems

- Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately

- Supervise technical support staff, ensuring consistent service delivery and adherence to organisational policies

- Plan, prioritise, and coordinate help-desk activities to maximise resolution rates and minimise downtime

- Develop and implement training programs to enhance technician skills and improve customer service outcomes

- Troubleshoot complex issues and provide incident resolution for all related incidents requiring escalated support or subject matter expertise

- Analyse help-desk performance metrics and identify opportunities for process optimisation and tool enhancements

- Guide staff in recognising, diagnosing, and resolving technical issues across a wide range of unclassified systems and services

- Simulate or replicate user-reported problems to identify root causes and implement effective solutions

- Recommend system and workflow improvements to reduce recurring issues and improve overall user experience

- Ensure contractual service levels are met and timelines are adhered to

**Requirements:**

- 10+ years of experience leading 25+ team members

- ServiceNow experience required

- ITIL 4 or ITIL 5 Managing Professional (MP) or Strategic Leader (SL) and a current HDI certification

- Previous experience supporting large-scale government customers with thousands of end-users

- U.S. Citizenship and a background investigation are required

**Benefits:**

- Comprehensive benefits and wellness packages

- 401K with company match

- Competitive pay and paid time off

- Flex work weeks and various paid time off plans

## Skills

### Required
- Continuous Improvement
- Problem Resolution
- Technical Issues
- ServiceNow
- ITIL 4
- HDI certification

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-VA-Arlington/Service-Desk-Manager_RQ229455?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)