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