IT Help/Service Desk Team Lead
About the position
The IT Help/Service Desk Team Lead at GDIT is responsible for overseeing the IT technical support team, ensuring effective service delivery, and managing daily operations. This role involves providing technical direction, managing service level agreements (SLAs), and serving as the primary point of contact for IT support issues. The position is based in Washington, DC, and offers a hybrid onsite/remote work schedule.
Responsibilities
ā¢ Manage the IT technical support team and lead daily operations.
,
ā¢ Assign daily tasks to team members and oversee their performance.
,
ā¢ Serve as the single point of contact for IT support issues, including SLA achievement and crisis management.
,
ā¢ Oversee inventory control within the support team's areas.
,
ā¢ Conduct quality control monitoring and report on performance metrics.
,
ā¢ Create standard operating procedures (SOPs) and knowledge articles.
,
ā¢ Train personnel and respond to escalations regarding customer satisfaction.
Requirements
ā¢ 5+ years of related experience in IT support.
,
ā¢ 1 year of experience in a leadership role managing teams and technologies.
,
ā¢ In-depth experience managing SLAs and performance metrics.
,
ā¢ Experience in creating SOPs and knowledge articles.
,
ā¢ Ability to conduct quality control monitoring and reporting.
Nice-to-haves
ā¢ CompTIA A+ certification may substitute for 1 year of experience.
Benefits
ā¢ Medical plan options with Health Savings Accounts
,
ā¢ Dental plan options
,
ā¢ Vision plan
,
ā¢ 401(k) plan with company match
,
ā¢ Flexible work weeks
,
ā¢ Paid time off including vacation, sick, personal time, and holidays
,
ā¢ Paid parental leave
,
ā¢ Short and long-term disability benefits
,
ā¢ Life and accidental death insurance
,
ā¢ Critical illness insurance
,
ā¢ Business travel accident insurance
Apply Now
The IT Help/Service Desk Team Lead at GDIT is responsible for overseeing the IT technical support team, ensuring effective service delivery, and managing daily operations. This role involves providing technical direction, managing service level agreements (SLAs), and serving as the primary point of contact for IT support issues. The position is based in Washington, DC, and offers a hybrid onsite/remote work schedule.
Responsibilities
ā¢ Manage the IT technical support team and lead daily operations.
,
ā¢ Assign daily tasks to team members and oversee their performance.
,
ā¢ Serve as the single point of contact for IT support issues, including SLA achievement and crisis management.
,
ā¢ Oversee inventory control within the support team's areas.
,
ā¢ Conduct quality control monitoring and report on performance metrics.
,
ā¢ Create standard operating procedures (SOPs) and knowledge articles.
,
ā¢ Train personnel and respond to escalations regarding customer satisfaction.
Requirements
ā¢ 5+ years of related experience in IT support.
,
ā¢ 1 year of experience in a leadership role managing teams and technologies.
,
ā¢ In-depth experience managing SLAs and performance metrics.
,
ā¢ Experience in creating SOPs and knowledge articles.
,
ā¢ Ability to conduct quality control monitoring and reporting.
Nice-to-haves
ā¢ CompTIA A+ certification may substitute for 1 year of experience.
Benefits
ā¢ Medical plan options with Health Savings Accounts
,
ā¢ Dental plan options
,
ā¢ Vision plan
,
ā¢ 401(k) plan with company match
,
ā¢ Flexible work weeks
,
ā¢ Paid time off including vacation, sick, personal time, and holidays
,
ā¢ Paid parental leave
,
ā¢ Short and long-term disability benefits
,
ā¢ Life and accidental death insurance
,
ā¢ Critical illness insurance
,
ā¢ Business travel accident insurance
Apply Now