# Lead Coalition Support Service Desk

**Company**: GDIT
**Location**: MacDill AFB, FL
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $85,000 - $115,000
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-FL-MacDill-AFB/Lead-Coalition-Support-Service-Desk_RQ230006-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a0e53d67-461

## Description

Join GDIT's US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) program as a Lead Coalition Support Service Desk. This role involves managing and maintaining the Coalition Support Service Desk, providing Tier 0-1 user and systems support, incident response, and escalation.

Responsibilities:

- Provide direct supervision to help desk technicians across multiple locations.

- Offer customer support supervision and leadership to Tier 0-1 teams.

- Screen and diagnose internal inquiries and work requests related to PC maintenance and systems.

- Coordinate support with other functional leads for quick issue resolution.

- Document incidents and work orders with detailed break-fix steps and resolutions.

- Develop and update local work instructions and standard operating procedures.

- Provide metrics reporting and trend analysis to maintain quality support and service level agreements.

- Install, configure, and upgrade computer hardware and software.

- Troubleshoot and support end-user software.

- Apply advanced diagnostic techniques to identify problems and recommend solutions.

- Provide phone and help-desk support for local and off-site users.

- Guide and train less-experienced technicians.

- Analyze customer needs to determine requirements and improvement opportunities.

- Maintain current knowledge of relevant technologies and processes.

- Participate in special projects as required.

- Monitor service queues and ticket quality, communicating with service support technicians and escalating problems as needed.

Shift work is required.

**Requirements:**

- 5 years of experience in help desk operations.

- Bachelor's degree or equivalent experience.

- Secret clearance and ability to obtain TS/SCI clearance.

- IAT Level 2 or higher.

- Ability to obtain ITIL V4 within 120 days of hire.

- Experience with ITSM tools like Service Now, Microsoft MECM.

- Experience with user account creation and management, incident management procedures, and Microsoft Office applications.

- Strong communications and technical writing skills.

**Preferred Qualifications:**

- ITIL V4 or greater certification.

- Experience with customer support, incident management, and information.

The likely salary range for this position is $85,000 - $115,000.

## Skills

### Required
- Help Desk Operations
- Help Desk Support
- Problem Resolution
- IT Service Management
- Microsoft Office Applications
- Active Directory
- Microsoft Server 2016
- Microsoft Server 2019
- Incident management procedures
- Ticketing
- Troubleshooting
- Incident escalation
- User account creation and management

### Nice to have
- ITIL V4
- Customer Support
- Incident Management

---

Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-FL-MacDill-AFB/Lead-Coalition-Support-Service-Desk_RQ230006-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)