IT Service Desk Technical Lead (Operations)

General Dynamics
United States
Workplace: OnsiteFull timeUSD 81,349 - 103,500 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Customer communications","Help desk management","Service-level management","Root cause analysis","Process improvement","Workforce planning","Team leadership"]

Lead Tier 0 and Tier 1 IT support operations, driving incident and service request fulfillment, escalation handling, and knowledge management. Own Service Desk performance by monitoring SLAs/OLAs, KPIs, and customer satisfaction, analyzing metrics, and implementing continuous process improvements. Manage workforce planning, queue management, surge support, and operational procedures. Coordinate with Government personnel, technical teams, vendors, and service providers to resolve complex incidents.

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FursaFursa
General Dynamics
General Dynamics
3 days ago

IT Service Desk Technical Lead (Operations)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead Tier 0 and Tier 1 IT support operations, driving incident and service request fulfillment, escalation handling, and knowledge management. Own Service Desk performance by monitoring SLAs/OLAs, KPIs, and customer satisfaction, analyzing metrics, and implementing continuous process improvements. Manage workforce planning, queue management, surge support, and operational procedures. Coordinate with Government personnel, technical teams, vendors, and service providers to resolve complex incidents.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead Tier 0 and Tier 1 IT support operations including incident management, service requests, escalation management, knowledge management, and customer support
  • •Manage Service Desk performance using SLAs/OLAs, KPIs, and customer satisfaction measurements
  • •Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement
  • •Manage workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization
  • •Develop and maintain operational procedures, knowledge articles, training materials, and service management documentation
Travel: Low travel

Pay and Benefits

Salary: USD 81,349 - 103,500 annually
Perks:401kHealth Insurance

Key Requirements

  • •Bachelor’s degree in IT, Computer Science, Business Administration, or related field, or equivalent work experience
  • •Minimum five consecutive years leading enterprise IT Service Desk, Contact Center, or ITSM operations in a similar environment
  • •Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement
  • •ITIL Foundation certification required; ITIL Intermediate/Managing Professional (or equivalent) preferred
  • •Experience supporting Service Desk operations using ServiceNow and Cisco ACD (or equivalent enterprise ITSM/contact center technologies)
Experience:5+ yearsEnterprise ITITSMContact centerFederal governmentHealthcareResearchAcademic
Education:Bachelor's in Information Technology, Computer Science, Business Administration, or related field
Skills:Customer communicationsHelp desk managementService-level managementRoot cause analysisProcess improvementWorkforce planningTeam leadership
Certifications:ITIL Foundation
Tech Stack:ServiceNowCisco ACDITIL

Eligibility

Security Clearance:NACI (T1)NIH Public Trust

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn