Enterprise Service Desk Lead

General Dynamics IT is seeking an Enterprise Service Desk Lead to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to internal and external mission partners operating in CONUS and OCONUS locations.

This position is located at Ft. Belvoir, VA.

As the Enterprise Service Desk Lead, you coordinate delivery of the customer digital workplace services for the program. You will also be responsible for staffing the Service Desk personnel and coordinating with key functional leads – ie Infrastructure Services Lead, Cybersecurity Lead, Engineering Lead, etc.

You will supervise and manage the following tasks:

• Open incident tickets for all support requests in the incident ticketing and workflow-management systems.
• Assist ticketing-system workflow and platform managers with developing workflows as needed to address requests for support.
• Escalate resolution of incident according to escalation procedures.
• For open incident and problem tickets, verify accuracy, resolve problems, or forward the problems to the appropriate Tier III or technical support.
• Monitor, manage, optimize, and report user call queues and responses to service-desk phone calls.
• Provide endpoint and office automation solution (e.g., printers, multi-function devices, scanners, etc.) setup, disassembly, and relocation services as directed.
• Install, configure, maintain and troubleshoot computer peripherals.
• Provide end-point software and application support to end users.
• For cybersecurity violations, degradations, outages, spillages, etc. coordinate security and situational awareness concerns
• Provide technical assistance and customer support for wireless devices with voice and data services.
• Provide remote access configuration and support for users and external customers as required (supporting telework, off-site travel, and mission or contingency operations).
• Provide daily ticket queues and Very Important Person (VIP) or Premium Customer support status to government service leads via dashboard, email updates, or in person where required.
• Support user account creation, maintenance, and revocation per the direction of security and the government ISSM(s).
• Coordinate incidents with the DoD nterprise service providers as required to resolve incidents and problems.
• Develop and maintain an automated, on-line, easily accessible, user self-help feature or knowledge base (i.e., “Tier Zero”) capability including a Frequently Asked Questions (FAQ) site.

Basic Qualifications:

• BS degree; additional years of experience may be considered in lieu of degree
• 8+ years of experience coordinating delivery of digital workplace services
  • Experience leading customer services for NIPRNet, SIPRNet, and JWICS environments.
  • Experience leading and delivering IT services for DoD or IC organizations that support CONUS and OCONUS customers or mission partners.
  • Experience providing executive-level technical briefings and presentations to senior Government personnel.
• One or more DoDD 8140.01 certifications
• One technical or management certification (e.g., CompTIA, Cloud Security Alliance, Microsoft, BMC Remedy, VMware, Amazon Web Services, VMWare, CISCO, Juniper, Linux, etc.)
• IT Infrastructure Library (ITIL) Version 4 Foundation and one or more ITIL Practice Manager, Managing Professional, or Strategic Leader certifications towards ITIL mastery.
• TS/SCI

WHAT CAN GDIT OFFER YOU?

• Excellent customizable health benefits (Medical, Dental and Vision)
• 401K with company match
• Educational Assistance and eLearning
• Flexible work week
• Internal mobility team dedicated to employee advancement
• Rewards and Recognition programs
• Innovative and collaborative environment encouraging of highly motivated critical thinking