Lead Coalition Support Service Desk

General Dynamics Information Technology is seeking a Lead Coalition Support Service Desk professional to oversee the US BICES-X Coalition Support Service Desk in Tampa, FL. This onsite role involves leading Tier 0–1 support activities, managing incident response and escalations, and coordinating service delivery across locations while keeping service quality and SLAs on track.

In this leadership position, you will supervise help desk technicians across two or more geographical locations, improve support processes, and ensure tickets reflect clear, repeatable break-fix resolution steps. You will also install and upgrade endpoints, troubleshoot end-user software issues, and provide advanced diagnostics to drive timely problem resolution.

What You’ll Do

• Provide direct supervision to help desk technicians supporting users across two or more geographical locations.
• Lead and supervise the Tier 0–1 support team, including customer support leadership.
• Screen and diagnose internal inquiries and work requests related to maintenance of personal computers and related systems.
• Coordinate with other functional leads to resolve issues quickly, identify recurring trends, and support training opportunities for support personnel.
• Document incidents and work orders in a ticket tracking system using detailed break-fix steps and resolution notes.
• Develop and update Local Work Instructions and standard operating procedures and processes to improve performance and clarify accountability.
• Create and deliver metrics reporting and trend analysis to support quality service and maintain Service Level Agreements.
• Install, configure, and upgrade computer hardware and software.
• Provide end-user software troubleshooting and support.
• Use advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provide phone and help-desk support for local and off-site users.
• Provide guidance, training, and work leadership to less-experienced technicians.
• Analyze customer needs to identify functional and cross-functional requirements and improvement opportunities.
• Maintain current knowledge of assigned technologies and processes.
• Participate in special projects as required.
• Monitor service queues and ticket quality; communicate with service support technicians and escalate diagnosed problems as needed.

Required Qualifications

• 5 years of related experience supporting Help Desk operations.
• Bachelor’s degree (experience may be used in lieu of degree).
• Must possess an active Secret clearance and be able to obtain a TS/SCI clearance.
• IAT Level 2 or higher required.
• Ability to obtain ITIL V4 within 120 days of hire.
• Experience with IT Service Management (ITSM) tools such as ServiceNow, Microsoft MECM, or Tier 0–3 ticket escalation and notification procedures.
• Experience with user, administrative, and service account creation and management.
• Direct customer support experience for both internal and external customers with varying computing skill levels.
• Experience with incident management procedures, ticketing, troubleshooting, and incident escalation.
• Experience with Microsoft Office Applications and Active Directory.
• Experience writing comprehensive diagnostic troubleshooting summaries.
• Experience with Microsoft Server 2016 and Microsoft Server 2019 administration, troubleshooting, and support.
• Ability and willingness to evaluate and learn new processes, procedures, and technologies to improve support functions.
• Experience developing and presenting training for internal and external customers.
• Ability to lead a team of IT professionals across geographically dispersed locations.
• Ability to handle dissatisfied internal and external customers and resolve issues.
• Strong communications and technical writing skills.

Technologies

• Service Now
• Microsoft MECM
• IT Service Management (ITSM)
• Microsoft Office Applications
• Active Directory
• Microsoft Server 2016
• Microsoft Server 2019
• ITIL V4
• ITIL
• Tier 0–3 ticket escalation and notification procedures

Additional Details

• Location: Tampa, Florida (Onsite Workplace)
• Clearance level: Secret
• Requisition type: Regular
• Shift work: Shift work is required
• Travel: None
• Citizenship: U.S. Citizenship Required
• Public trust: None
• Salary range: USD 85,000 - 115,000 per year