IT Service Desk Team Lead GDIT
Overview
Lead a high-performing Service Desk team delivering exceptional technical support at NIH. Develop and motivate staff while ensuring alignment with service level agreements. Report directly to the Service Desk Manager and collaborate across departments to enhance operational efficiency. This role drives performance improvements and fosters a culture of continuous learning and excellence.
What You'll Do11
- 1Own daily Service Desk operations and manage team activities
- 2Develop and motivate staff through coaching and leadership
- 3Collaborate with Quality and Knowledge Teams to resolve issues
- 4Utilize ServiceNow to capture data and generate performance reports
- 5Analyze daily metrics to identify trends and implement solutions
- 6Handle escalated customer calls and perform agent tasks when needed
- 7Schedule and oversee team coverage during core hours
- 8Conduct agent activities by handling customer interactions and web submissions
- 9Work with trainers to create and deliver training programs
- 10Maintain up-to-date knowledge management resources for the team
- 11Promote collaboration and skill sharing across organizational groups
Requirements10
- 1Bachelor’s degree with 6 years relevant experience or Master’s with 4 years related experience
- 2Proven leadership experience managing Service Desk teams
- 3ServiceNow certification and hands-on experience with ticketing systems
- 4Ability to make quick decisions and interpret data effectively
- 5Strong communication skills for customer and internal stakeholder interactions
- 6Experience with ITIL and HDI certifications preferred
- 7Security clearance capability including NIH Public Trust clearance
- 8Minimum 5 years of experience in technical support or IT operations
- 9Demonstrated track record of driving positive change initiatives
- 10US citizenship required
Salary Insight
$84 - $114k per year
Location
Required Skills
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