> Markdown version of [/jobs/ext/1438982-service-desk-lead](https://www.wearedevelopers.com/jobs/ext/1438982-service-desk-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Lead - **Company:** General Dynamics Information Technology - **Location:** Tampa, FL, United States - **Experience:** Expert - **Salary:** $85,093.0 - $115,000.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, CompTIA Security+, Microsoft Project, Information Technology - **Published:** July 25, 2026 - **Apply:** https://www.juju.com/job/00000000gjd7ia ## About the Role Incident Management,ITIL Practices,Problem Management Certifications: CompTIA Security+ CE | CompTIA - CompTIA 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** ## Description 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ WeAreDevelopers LIVE - the weekly developer show with Chris Heilmann and Daniel Cranney](https://www.wearedevelopers.com/videos/1365-wearedevelopers-live-the-weekly-developer-show-with-chris-heilmann-and-daniel-cranney) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [AI Boss Deletes Emails with AI, Stopping Ageing & Battery Life Breakthrough - Kumar McMillan](https://www.wearedevelopers.com/videos/1820-ai-boss-deletes-emails-with-ai-stopping-ageing-battery-life-breakthrough-kumar-mcmillan) - [From Punch Cards to AI-assisted Development](https://www.wearedevelopers.com/videos/611-from-punch-cards-to-ai-assisted-development) ## Related Articles - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Events like RSAC Get You CISOs. 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