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