Service Desk Team Lead

General Dynamics
United States
Workplace: OnsiteFull timeUSD 111,155 - 150,385 annuallyFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["Leadership","Customer service","Problem-solving","Continuous improvement","Operational focus"]

Lead service desk operations for a government client, supervising a team of help-desk technicians who resolve IT incidents across hardware, software, and network systems. Own documentation, ticket tracking, and service quality, and coordinate help-desk activities to maximize resolution rates and reduce downtime. Troubleshoot complex escalations, replicate issues to identify root causes, analyze performance metrics, and implement training, process improvements, and tool enhancements to meet contractual service levels.

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FursaFursa
General Dynamics
General Dynamics
2 days ago

Service Desk Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead service desk operations for a government client, supervising a team of help-desk technicians who resolve IT incidents across hardware, software, and network systems. Own documentation, ticket tracking, and service quality, and coordinate help-desk activities to maximize resolution rates and reduce downtime. Troubleshoot complex escalations, replicate issues to identify root causes, analyze performance metrics, and implement training, process improvements, and tool enhancements to meet contractual service levels.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead help-desk operations and provide guidance to technicians.
  • •Manage a team of help-desk technicians to troubleshoot and resolve IT issues across hardware, software, and network systems.
  • •Ensure support requests are documented, tracked, and resolved accurately using appropriate tools and platforms.
  • •Plan, prioritize, and coordinate help-desk activities to maximize resolution rates and minimize downtime.
  • •Analyze performance metrics, troubleshoot escalated issues, and implement training and process/tool improvements to meet service levels.
Travel: Low travel

Pay and Benefits

Salary: USD 111,155 - 150,385 annually
Perks:Health InsuranceDentalVision401kPaid LeaveLife Insurance

Key Requirements

  • •Minimum 10+ years of experience leading 25+ team members.
  • •ServiceNow experience required.
  • •ITIL v4 certification required.
  • •HDI certificate is required.
  • •U.S. citizenship and the ability to complete a background investigation are required.
Experience:10+ years
Skills:LeadershipCustomer serviceProblem-solvingContinuous improvementOperational focus
Certifications:ITIL v4HDI
Tech Stack:ServiceNowITIL v4

Eligibility

Nationality:US National
Security Clearance:BI Full 6C (T4)

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