Service Engineering Lead at General Dynamics (Washington DC)

| Washington DC
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We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you'll be a meaningful part of improving how agencies operate. Our work depends on Service Engineering Lead to support the Environmental Protection Agency (EPA).

At GDIT, we foster a people-centric environment. As a Service Engineering Lead supporting EPA, you will be trusted to work in an ITIL environment and oversee support personnel for Operating Systems, applications such as SharePoint, M365, and Lotus Notes, and VDI and Citrix support activities

In this role, a typical day will include:

  • Oversight and coordination of Service Engineering Team to include but not limited to support of: SharePoint, M365, Lotus Notes, Citrix, Audio/Video Web Conferencing, E-Discovery, Desktop Gold Images, Software Distribution, Tier 3 Desktop Support, and other services as required by EPA.
  • Coordinate with the Service Delivery Manager and other Service Leads on activities for projects with an impact to the service organization, support team capabilities, structures, or capacity
  • Coordinate with Security Lead on Compliance issues, patching, encryption, and all other agency requirements
  • Facilitate workshops to enhance Tier 0, 1 and Deskside Support activities
  • Coordinate with Knowledge Management Lead to assure full and accurate system documentation is maintained and available for enhanced "Shift-Left" opportunities
  • Maintain SLA's and create a culture of superior performance and excellent customer service
  • Provide Single Point of Contact to the project for delivering service engineering activities and adhere to relevant escalation process
  • Review the outcomes of the Service Engineering Team to determine any corrective actions that could be taken to improve future service delivery in terms of cost, quality, and customer satisfaction
  • Other related tasks as Assigned by the Service Delivery Manager

WHAT YOU'LL NEED:

  • 10 years' relevant experience in IT Service Engineering supporting large enterprise desktop deployments and complex application portfolios
  • ITIL Foundation Certification and Microsoft M365 Certification preferred
  • Demonstrated Experience in Leading a technical operations team
  • Demonstrated Experience in automating deployment, configuration, and management of Desktop OS's and Enterprise Applications at scale
  • Hands on experience in one or more of the following: Citrix, M365, SharePoint, or Desktop Engineering in a Federal Environment
  • Ability to communicate in a clear and concise manner to all levels
  • Comfortable to challenge and be challenged and manage conflict
  • Good interpersonal skills that enable working relationships to be developed at all levels across the business
  • Commercial focus and awareness
  • Must be a US Citizen based on customer security requirements

WHAT GDIT CAN OFFER YOU:
• Full-flex work week
• 401K with company match
• Customizable health benefits packages
• Collaborative teams of highly motivated critical thinkers and innovators
• Internal mobility team dedicated to helping you own your career
• Rewards program for high-performing employees
More Information on General Dynamics
General Dynamics operates in the Aerospace industry. The company is located in Reston, VA, Fairfax, VA, Falls Church, VA, Sterling Heights, MI, Groton, CT, Bath, ME, Savannah, GA, St. Petersburg, FL and San Diego, CA. General Dynamics was founded in 1952. It has 13790 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K) and Employee Stock Purchase Plan. To see all 784 open jobs at General Dynamics, click here.
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