Service Desk Team Lead

General Dynamics

Confirmed live today High trust

Quick summary

Work type: On-site
Location: Arlington, VA
Salary: $111,155–$150,385 / yr
Posted: 18 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $181k

This role $131k

$98k most similar roles pay here $231k

This role pays less than 85% of similar roles. Most pay $150,634–$211,877 — the shaded band above. At the midpoint, this role pays about $131k versus about $181k for comparable roles.

Based on 240 similar postings.

Employer

About General Dynamics

General Dynamics is a global aerospace and defense company offering a broad portfolio of products and services in business aviation, ship construction, land combat vehicles, and information technology. It serves customers in the U.S. government, allied governments, and a diverse array of commercial markets.

General Dynamics currently has 1132 open roles on FindRole.

Listed pay typically runs $124,397–$151,803 across 993 roles with salary data.

Most-posted roles

View all roles at General Dynamics

At a glance

TL;DR · Service Desk Team Lead

Role Posting Log in to save

The Service Desk Team Lead oversees a mid-sized team focused on service desk operations within a complex technical environment. This role involves managing help-desk technicians who troubleshoot and resolve issues related to hardware, software, and network systems while ensuring consistent service delivery and adherence to organizational policies. The leader is responsible for coordinating activities to maximize resolution rates, developing training programs, and analyzing performance metrics to optimize processes. Key responsibilities include resolving escalated incidents involving end user equipment, local and network printers, and media encryption. To succeed in this role, the candidate must possess ServiceNow experience, an ITIL v4 certification, and an HDI certificate. The position requires a professional with over ten years of experience leading large teams to manage technical issues across various unclassified systems while ensuring contractual service levels are met for the government client.

Skills

ServiceNow ITIL HDI Hardware Software Network Systems Encryption Process Optimization Technical Support Help-Desk Operations

What you'll do

Supervise a team of technicians to troubleshoot and resolve hardware, software, and network issues.
Act as the primary point of contact for government clients to provide technical support and resolution.
Manage help-desk operations by prioritizing activities to maximize resolution rates and minimize downtime.
Troubleshoot complex escalated incidents involving end-user equipment, printers, and media encryption.
Analyze performance metrics to identify opportunities for process optimization and tool enhancements.
Develop and implement training programs to improve technician skills and customer service outcomes.
Ensure all support requests are documented and tracked accurately using ServiceNow and other tools.
Monitor and maintain contractual service levels to ensure timely resolution of user issues.