IT Service Desk
Service Desk (Inactive)
Service Desk Management
Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.
Job 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.
Duties and Responsibilities: 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.
Additional Responsibilities:
- 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
Education and/or Certifications:
Required:
- Applicable DoD 8140 or DoD 8570 Certification
Required Skills:
- 2 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
Desired Skills:
- Experience with USCENTCOM and familiarity with its mission
- Knowledge and familiarity with USCENTCOM’s IT environment
Clearance Requirement:
- Active TS/SCI
2 + years of related experience
* may vary based on technical training, certification(s), or degree
Security+, CE - Sec+ CE
Less than 10%
U.S. Citizenship Required
The likely salary range for this position is $92,331 - $109,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.