Enterprise Service Desk Lead
: Job Details :

**Req ID:** RQ189187

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** Top Secret/SCI

**Public Trust/Other Required:** None

**Job Family:** Business Operations

**Skills:**

Information Technology (IT) Services,IT Service Delivery,SIPRNET

**Certifications:**

ITIL 4 Foundations - ITIL

**Experience:**

8 + years of related experience

**US Citizenship Required:**

Yes

**Job Description:**

**General Dynamics IT** is seeking an **Enterprise Service Desk Lead** to support large-scale migration and operations on a large, high-profile DOD contract. The **I3TS** program provides enterprise-wide IT support to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to internal and external mission partners operating in CONUS and OCONUS locations.

This position is located at **Ft. Belvoir, VA.**

As the **Enterprise Service Desk Lead** , you coordinate delivery of the customer digital workplace services for the program. You will also be responsible for staffing the Service Desk personnel and coordinating with key functional leads - ie Infrastructure Services Lead, Cybersecurity Lead, Engineering Lead, etc.

You will supervise and manage the following tasks:

+ Open incident tickets for all support requests in the incident ticketing and workflow-management systems.

+ Assist ticketing-system workflow and platform managers with developing workflows as needed to address requests for support.

+ Escalate resolution of incident according to escalation procedures.

+ For open incident and problem tickets, verify accuracy, resolve problems, or forward the problems to the appropriate Tier III or technical support.

+ Monitor, manage, optimize, and report user call queues and responses to service-desk phone calls.

+ Provide endpoint and office automation solution (e.g., printers, multi-function devices, scanners, etc.) setup, disassembly, and relocation services as directed.

+ Install, configure, maintain and troubleshoot computer peripherals.

+ Provide end-point software and application support to end users.

+ For cybersecurity violations, degradations, outages, spillages, etc. coordinate security and situational awareness concerns

+ Provide technical assistance and customer support for wireless devices with voice and data services.

+ Provide remote access configuration and support for users and external customers as required (supporting telework, off-site travel, and mission or contingency operations).

+ Provide daily ticket queues and Very Important Person (VIP) or Premium Customer support status to government service leads via dashboard, email updates, or in person where required.

+ Support user account creation, maintenance, and revocation per the direction of security and the government ISSM(s).

+ Coordinate incidents with the DoD nterprise service providers as required to resolve incidents and problems.

+ Develop and maintain an automated, on-line, easily accessible, user self-help feature or knowledge base (i.e., Tier Zero ) capability including a Frequently Asked Questions (FAQ) site.

**Basic Qualifications:**

+ **BS degree;** additional years of experience may be considered in lieu of degree

+ **8+ years of experience** coordinating delivery of digital workplace services

+ Experience leading customer services for NIPRNet, SIPRNet, and JWICS environments.

+ Experience leading and delivering IT services for DoD or IC organizations that support CONUS and OCONUS customers or mission partners.

+ Experience providing executive-level technical briefings and presentations to senior Government personnel.

+ **Security+ (IAT II)**

+ One technical or management certification (e.g., CompTIA, Cloud Security Alliance, Microsoft, BMC Remedy, VMware, Amazon Web Services, VMWare, CISCO, Juniper, Linux, etc.)

+ **IT Infrastructure Library (ITIL)** Version 4 Foundation and one or more ITIL Practice Manager, Managing Professional, or Strategic Leader certifications towards ITIL mastery.

+ **TS/SCI**

**WHAT CAN GDIT OFFER YOU?**

+ Excellent customizable health benefits (Medical, Dental and Vision)

+ 401K with company match

+ Educational Assistance and eLearning

+ Flexible work week

+ Internal mobility team dedicated to employee advancement

+ Rewards and Recognition programs

+ Innovative and collaborative environment encouraging of highly motivated critical thinking

The likely salary range for this position is $134,597 - $172,500. 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.

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.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.