Enterprise Service Desk Lead with Security Clearance

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Job description

REQ#: RQ189187 Public Trust: None Requisition Type: Pipeline Your Impact 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 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.
Security+ (IAT II)
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 Work Requirements Years of Experience 8 + years of related experience may vary based on technical training, certification(s), or degree Certification ITIL 4 Foundations - ITIL Travel Required 10-25% Citizenship U.S. Citizenship Required Salary and Benefit Information The likely salary range for this position is $127,500 - $172,500. 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. About Our Work 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.

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