Service Desk Lead

GDIT is looking for a Service Desk Lead to direct all aspects of Service Desk operations for the USCENTCOM Information Technology Services (CITS) Program supporting the USCENTCOM J6 in Tampa, FL.

As the Information Technology Service Desk Lead for the CITS Program, assists with leading, training and providing oversight to the Service Desk teams. Provides subject matter expertise on Service Desk knowledge, ACD, capabilities, customer focus and ITSM processes. Provides support to the Change, Incident and Problem Management processes and maintains awareness and coordination with all aspects of Major Incident and Event Management. Additionally, ensures that all associated projects, initiatives, and processes are in conformance with the organization’s established policies, procedures, and objectives. Supports and implements Continual Service Improvement tasks in coordination with operations teams. Drives vendor engagements to ensure responsive Tier IV support.

HOW A SERVICE DESK LEAD WILL MAKE AN IMPACT:

• Maintain key customer relationships to support customer focus and maintain positive relationships and perception for the entire IT Enterprise

• Implement best practices include ITIL, Agile, PMBOK frameworks for delivering IT Services work that include use of MS Project Scheduling.

• Detailed Resource Planning, performance tracking, and workload prioritization of the combined teams to effectively meet customer milestones

• Support the development of status work products, to include briefing materials that showcase accurate service delivery metrics and team performance to mission outcomes

• Work with the CSI Lead and evaluate impacts of recommended initiatives and projects and drive delivery of advanced ITSM processes and tooling solutions that meet the customers use cases

• Champion organizational change management efforts that impact operations and service delivery operations within programs technical teams

• Partner 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

Incident Management,ITIL Practices,Problem Management

Certifications:

Experience:

3 + years of related experience, + 3 years+ of progressive technical implementation, team leadership, and customer relationship experience

• Skilled in utilizing ITSM tools

• Proven proficiency in analyzing various metrics

• Demonstrated knowledge of incident and problem management

Education and/or Certifications:

• Applicable DoD 8140 or DoD 8570 Certification (i.e., CompTIA Security + CE cert)

Desired Skills:

• Experience with USCENTCOM and familiarity with its mission

• Knowledge and familiarity with USCENTCOM’s IT environment

Clearance Requirement:

• Must have an active/current TS/SCI clearance

The likely salary range for this position is $85,093 - $115,000. 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 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.

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