IT Service Desk Team Lead

General Dynamics
United States
Workplace: OnsiteFull timeUSD 83,927 - 113,549 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Teamwork","Customer communication","Decision-making","Data interpretation"]

Lead the day-to-day operations of an NIH IT Service Desk team in Bethesda, ensuring excellent customer satisfaction and adherence to Service Level Agreements. Manage daily team activities, coaching and staffing coverage for core hours, and handle escalated issues as needed. Use ServiceNow to capture ticketing data, generate reports, and review performance metrics, while partnering with Quality, Knowledge Management, and Training teams to improve service delivery.

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General Dynamics
General Dynamics
6 days ago

IT Service Desk Team Lead

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

Job Summary

Lead the day-to-day operations of an NIH IT Service Desk team in Bethesda, ensuring excellent customer satisfaction and adherence to Service Level Agreements. Manage daily team activities, coaching and staffing coverage for core hours, and handle escalated issues as needed. Use ServiceNow to capture ticketing data, generate reports, and review performance metrics, while partnering with Quality, Knowledge Management, and Training teams to improve service delivery.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Develop, lead, and motivate Service Desk professionals to deliver technical support and meet Service Level Agreements.
  • •Own daily Service Desk team operations and manage daily team activities.
  • •Use ServiceNow to capture ticketing data, generate reports, and review daily performance metrics.
  • •Handle escalated calls/issues and provide direction on operational issues.
  • •Manage scheduling and coverage for Service Desk core hours and perform agent activities when necessary.
Travel: Low travel

Pay and Benefits

Salary: USD 83,927 - 113,549 annually
Perks:401kHealth InsuranceDentalVisionPaid LeavePaid Holidays

Key Requirements

  • •Bachelor's degree with 6+ years of relevant experience, or a Master's degree with 4+ years related experience.
  • •Experience leading and directing the activities of a Service Desk.
  • •ServiceNow experience.
  • •Ability to generate and interpret data and act on performance metrics.
  • •Ability to build and maintain a high-performance team and communicate effectively with customers and stakeholders.
Experience:5+ yearsIT supportService desk
Education:Bachelor's
Skills:LeadershipTeamworkCustomer communicationDecision-makingData interpretation
Certifications:ITILHDI
Tech Stack:ServiceNowApple OSIOS

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