IT Service Desk Team Lead

NIH IT Service Desk Team Lead – Bethesda, MD (onsite with potential hybrid schedule)

About the role

GDIT is seeking an IT Service Desk Team Lead to develop, lead, and motivate a team of Service Desk professionals delivering excellent technical support with a high degree of customer satisfaction while meeting all Service Level Agreements. This position reports directly to the Service Desk Manager and involves frequent contact with customers, direct reports, peers, and managers.

Responsibilities

• Responsible for the daily operation of the Service Desk team
• Manage the daily activities of the assigned team
• Develop and motivate staff while promoting teamwork
• Work with the Quality Team to address quality issues and improve performance
• Use the ServiceNow ticketing system to capture data and generate reports
• Review and act on daily performance metrics
• Handle calls for escalated issues
• Provide direction to staff members regarding operational issues
• Responsible for staff scheduling and coverage for the Service Desk core hours
• Perform agent activities when necessary – handle customer calls/web submits
• Work with the Service Desk Trainer to recommend and create training opportunities
• Work with the Knowledge Management Team to provide up-to-date procedures and knowledge for personnel and operations of the Service Desk
• Promote collaboration, teamwork, and skill sharing between other groups and the Service Desk teams
• Provide administrative and functional support for personnel activities such as time keeping, performance reviews, mentoring, counseling, and hiring

Requirements

• Bachelor’s degree and 6 years of relevant experience, or a Master’s degree with 4 years of related experience
• 5+ years of related experience
• Experience leading and directing the activities of the Service Desk
• ServiceNow experience
• Ability to make responsible decisions quickly
• Ability to generate and interpret data
• Ability to build and maintain a high-performance team
• Ability to effectively communicate with customers, direct reports, peers, and managers
• Ability to generate, embrace, and endorse positive change
• US citizenship is not required
• Ability to obtain and maintain an NIH Public Trust clearance (NACI/T1)

Preferred Qualifications

• Working experience supporting Apple OS and iOS
• ITIL Certification
• HDI Certification

Benefits

• Full-flex work week to own your priorities at work and at home
• 401K with company match
• Comprehensive health and wellness packages including medical, dental, and vision plans
• Internal mobility team dedicated to helping you build your skills and own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Paid vacation and 10 company-paid holidays
• Paid parental, military, bereavement, and jury duty leave
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance

Pay

The likely salary range for this position is $83,927 - $113,549. Salary will be set based on experience, geographic location, and possibly contractual requirements.

Schedule

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Onsite with potential hybrid schedule