IT Service Desk Technical Lead (Operations)

GDIT is seeking an IT Service Desk Technical Lead in Bethesda, MD to join our team. This position reports directly to the Service Desk Manager and involves frequent contact with customers, direct reports, peers, and managers.

About the role

• Lead Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
• Manage Service Desk performance using service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements.
• Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement.
• Manage workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.
• Develop and maintain operational procedures, knowledge articles, training materials, and service management documentation.
• Coordinate effectively with Government personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience.
• Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity.
• Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.
• ITIL Foundation certification required; ITIL Intermediate, Managing Professional, or equivalent certification preferred.
• Experience supporting Service Desk operations utilizing platforms such as ServiceNow, Cisco ACD, or equivalent enterprise ITSM and contact center technologies.
• Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations is preferred.
• Excellent verbal, written, presentation, and customer engagement skills.
• Demonstrated ability to lead teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.
• Experience supporting organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.
• Ability to obtain and maintain an NIH Public Trust clearance (NACI/T1).
• US citizenship is not required.

Location

Bethesda, MD (onsite with potential hybrid schedule). Travel required: less than 10%. Scheduled weekly hours: 40.

Pay

The likely salary range for this position is $81,349 - $103,500, based on experience, geographic location, and possibly contractual requirements.

Benefits

• Full-flex work week to own your priorities at work and at home.
• 401K with company match (pre- and post-tax contributions up to IRS annual limits).
• Comprehensive health and wellness packages, including medical, dental, and vision plan options (some with Health Savings Accounts).
• Paid vacation, sick and personal time, 10 company-paid holidays, and additional leave for parental, military, bereavement, and jury duty.
• Short- and long-term disability benefits, life insurance, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
• 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 to learn from.