IT Service Desk Team Lead at General… · Bethesda

IT Service Desk Team Lead
Location: USA MD Bethesda
Type of Requisition:
Pipeline
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
None
Public Trust/Other Required:
NACI (T1)
Job Family:
Technical Support Services
Job Qualifications:
Skills:
Customer Communications, Help Desk Management, ServiceNow Ticketing System
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
No
Job Description:
NIH IT Service Desk Team Lead
GDIT is currently seeking an IT Service Desk Team Lead in Bethesda, MD to join our team. In this role you will required to develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction while meeting all Service Level Agreements.   This position will report directly to the Service Desk Manager and have frequent contact with customers, direct reports, peers and managers.
HOW THE IT SERVICE DESK TEAM LEAD WILL MAKE AN IMPACT
Responsible for the daily operation of the Service Desk team
Manage the daily activities of the assigned team
Responsible for developing and motivating staff while promoting teamwork
Work with the Quality Team to address quality issues and improve performance
Use the ServiceNow ticketing system to capture data and generate reports
Review and act on daily performance metrics
Handle calls for escalated issues
Provide direction to staff members regarding operational issues
Responsible for staff scheduling and coverage for the Service Desk core hours
Perform agent activities when necessary – handle customer calls/web submits
Work with the Service Desk Trainer to recommend and create training opportunities
Work with the Knowledge Management Team to provide up-to-date procedures and knowledge for personnel and operations of the Service Desk
Promote collaboration, teamwork and skill sharing between other groups and the Service Desk teams
Provide administrative and functional support for personnel activities such as time keeping, performance reviews, mentoring, counseling, and hiring.
WHAT YOU’LL NEED TO SUCCEED
Required Qualifications
Bachelors degree and 6 yrs relevant experience, or a Masters degree with 4 yrs related experience
Must have experience leading and directing the activities of the Service Desk
Will have ServiceNow experience
Ability to make responsible decisions quickly
Ability to generate and interpret data
Ability to build and maintain a high-performance team
Ability to effectively communicate with customers, direct reports, peers and managers
Ability to generate, embrace, and endorse positive change
Preferred
Working experience supporting Apple OS and iOS
ITIL Certification
HDI Certification
Security Clearance
• Ability to obtain and maintain an NIH Public Trust clearance
Location
Bethesda, MD (onsite with potential hybrid schedule)
GDIT IS YOUR PLACE:
Full-flex work week to own your priorities at work and at home
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you build your skills and own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and 10 company-paid holidays

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
The likely salary range for this position is $83,927 - $113,549. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:
40
Travel Required:
Less than 10%
Telecommuting Options:
Onsite
Work Location:
USA MD Bethesda
Additional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans