General Dynamics Information Technology, a world leader in Defense IT Systems Integration and Services is seeking an Experienced Regional IT Support Lead to provide enterprise-wide IT regional customer support for one of the world’s premier public engineering, design and construction engineering agency, a military branch within the U.S. Army. This lead role shall serve as the primary point of contact between the Enterprise Service Desk (ESD) as well as local support responsible for requests at both the regional and enterprise level covering a large footprint of end users ranging ~40,000 spread out through divisions, districts and local sites primarily across CONUS and a small portion in the OCONUS. This role provides leadership in the execution of a variety of local IT projects and work closely as an interface for managing and coordinating customer interactions, requirements and information delivery.

RESPONSIBILITIES:

Serve as the leader for regional management IT Support working in coordination with the division site leads, local site leads to develop plans and obtain operational efficiencies.Monitor the performance of tasks, and oversee activities related to IT support requests through all channels ensuring timely acknowledgement and closure.Identify best practices, implement information sharing, knowledge management and continuous process improvements and build customer working relationships.Communicates critical and time sensitive program-related services information directly to customer and GDIT program management.Direct personnel including full time employees and sub-contractors on assigned work and provide technical direction and guidance to project teams.Lead regular project/program planning and status meetings, documenting decisions and action items.Communicates critical and time sensitive project-related information directly to the client. Facilitates regional IT site-related requirements based on customer preferences and manage the interactions across communication channels and business lines.Work closely with the customer and the GDIT Program Team to develop comprehensive project plans to be shared with clients and other staff membersEnsure efficient delivery of contract capabilities using industry standards and repeatable processes.Lead regular program reviews with the division and district IT Chiefs and Resource Managers.Establish milestones and monitor adherence to master plans and schedules, identify project problems and obtains solutions, such as allocation of resources or changing contractual specifications.Review status of projects and budgets, manages schedules, and prepares status reports.Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives.Develop mechanisms for tracking progress, assess performance of IT service requests via customer surveys to meet and exceed productivity, quality and client-satisfaction goals and objectives.

QUALIFICATIONS:

Bachelor's degree in Information Systems, Engineering, Business, or other technical discipline.PMP CertificationITIL4 Foundations certifiedU.S. Citizenship requiredSecurity Clearance:  Active SECRET DoD Clearance

 Required Skills and Experience:

10 years of experience in leading teams in the execution of complex tasks, including review of work products and deliverables for correctness, compliance with industry best practices, and Federal Government standards.   10 years of experience translating requirements into project plans and milestones, directing and implementing plans, and presenting formal project status/plan briefings to Government managers or work/military experience.Experience supporting enterprise service desk (ESD) for a large size (>10,000 users).Demonstrated leadership and customer management skills.Experience managing and motivating project team members.Experience coordinating limited resources across multiple projects.Ability to monitor various projects, address issues that arise and ensure milestones are met.Excellent communication skills, including with technical AND nontechnical individuals. Excellent critical thinking judgement and decision-making skills. Excellent client-facing communication skills

Work Location:  Remote with up to 50% travel to sites across the US

GDIT IS YOUR PLACE:

Full-flex work week to own your priorities at work and at home401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays

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