Service Management Lead

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

The likely salary range for this position is $148,750 - $201,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.