Service Management Lead

Public Trust: None

Requisition Type: Pipeline

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

Service Management Lead

Deliver simple solutions to complex problems as a Service Management Lead at GDIT. Here, you’ll tailor cutting-edge solutions to the unique requirements of our clients. With a career in application development, you’ll make the end user’s experience your priority and we’ll make your career growth ours.

At GDIT, people are our differentiator. As a Service Management Lead you will help ensure today is safe and tomorrow is smarter. Our work depends on Service Management Lead joining our team who will be responsible for all aspects of service delivery and service improvement for a U.S. Government organization with a broad geographical footprint and complex customer support challenges for a highly mobile workforce. The successful candidate will bring significant experience implementing and managing customer-facing services, achieving all Service Level Agreement metrics, for both classified and SBU environments for DoD and other Federal Agencies.

Must be U.S. citizen and possess an active Secret clearance.

HOW A SYSTEMS ENGINEERING SERVICE MANAGEMENT LEAD WILL MAKE AN IMPACT
● Serve as the GDIT primary representative responsible for all customer facing services
● Oversee the 24/7/365 enterprise service desk, network operations center, incident response, and disaster recovery operations
● Build and manage a cohesive team of leads; system/ network admins; service desk/ desktop technicians; analysts, and logistics specialists in multiple CONUS locations
● Ensure SLA compliance across the organization
● Collect, analyze, and report on key performance indicators
● Oversee all IT assets and maintain an accurate and comprehensive enterprise asset inventory
● Oversee access, event, problem, and incident management; change control; and request fulfillment
● Ensure security compliance for all production systems through patching and configuration control
● Supervise employees including hiring, training, assignments, assessments, counseling, and discipline/ termination.
● Manage and integrate the services of subcontractors and vendors
● Support program reviews and briefings; identify and report on issues or related problems and potential risks.

WHAT YOU’LL NEED TO SUCCEED:
● 10+ years’ experience in enterprise IT operations
● 5+ years of demonstrated experience in the management and operation of large-scale, enterprise IT and telecommunication services
● ITIL v3 certification
● Demonstrated experience managing multiple sites and service operations comprising network operations, system/ server operations, disaster recovery, enterprise service desk, VDI, and security infrastructure
● Demonstrated experience in DoD infrastructure and network operations
● Working knowledge of the ITIL framework and best practices
● Working knowledge of managing classified enterprise IT and telecommunication asset inventories and operations
● Working knowledge of managing and maintaining the hardware and software replacement life cycle and the management of consumables and sparing inventories.
● Experience in achieving SLA compliance

● Strong written and verbal communication skills
● Location: On Customer Site
● US Citizenship Required

GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays

Work Requirements

Years of Experience

10 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

ITIL 4 Foundation | PeopleCert - PeopleCert

Travel Required

10-25%

Citizenship

U.S. Citizenship Required