Description
GDIT is looking for a Senior Services Branch Lead to direct all aspects of service operations and projects for the USCENTCOM Information Technology Services (CITS) Program supporting the USCENTCOM J6 in Tampa, FL.
The Senior Services Branch Lead will assist with leading Service Desk, Desktop Services and Secure View teams. They will provide subject matter expertise on improving customer support in support of the USCENTCOM Commander’s highest priorities through implementation of disciplined program, project, and engineering processes.
Key responsibilities include:
- Providing oversight to the Incident and Problem Management processes and maintaining awareness and coordination with all aspects of Major Incident Management
- Ensuring that all associated projects, initiatives, and processes are in conformance with the organization's established policies, procedures, and objectives
- Supporting Service Design and Transition actions and implementing Continual Service Improvement tasks in coordination with operations teams
- Driving vendor engagements to ensure responsive Tier IV support and to ensure technology innovation analysis to best inform future enterprise consideration
- Maintaining key customer relationships to support strategic tech insertion and lifecycle replacement of IT hardware for the entire IT Enterprise
- Implementing best practices for the Enterprise to include ITIL, Agile, PMBOK frameworks for delivering IT Services work
- Supporting the development of status work products, to include briefing materials that showcase accurate service delivery metrics and team performance to mission outcomes
- Working with the CSI Lead to evaluate impacts of recommended initiatives and projects and drive delivery of advanced ITSM processes and tooling solutions
- Championing organizational change management efforts that impact internal engineering, operations, and service delivery operations within programs technical teams
- Directly supporting teams with unique Service Delivery related strategy and design, and partnering with the operations team to bring designed capabilities online and deployed across the environment
- Partnering with the quality team to implement an effective quality management program that covers all elements of technical delivery to measure and provide insights into customer experience
Requirements:
- Bachelor’s Degree with a focus in computer science, engineering, or a related field of study and at least 8 years of experience
- Applicable DoW 8140 or DoW 8570 Certification
- 8 years+ of progressive technical implementation, team leadership, and customer relationship experience
- Skilled in utilizing best practice engineering methods
- Experience in strategic planning, including contributing recommendations with supporting data and preparing and executing action plans
- Proven proficiency in analyzing, evaluating, and overcoming program risks across multiple project teams
- Demonstrated knowledge of incident management, problem management, change management, Knowledge management as well as request fulfillment
- Possess a minimum of five years of experience supporting high-level and Senior Government Executive customers with IT requirements
Preferred qualifications:
- Master’s Degree with a focus in computer science, engineering, or a related field of study
- ITIL 4 Foundation Certification
- Experience with USCENTCOM and familiarity with its mission
- Knowledge and familiarity with USCENTCOM’s IT environment
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Award-winning culture of innovation and a military-friendly workplace