Regional IT Support Lead

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Information Systems Management

Job Qualifications:

Skills:

Information Technology Project Management, Operations Management, People Management

Certifications:

Experience:

10 + years of related experience

US Citizenship Required:

Yes

Job Description:

General Dynamics Information Technology, a world leader in Defense IT Systems Integration and Services is seeking an Experienced Regional IT Support Lead to provide enterprise-wide IT regional customer support for one of the world’s premier public engineering, design and construction engineering agency, a military branch within the U.S. Army. This lead role shall serve as the primary point of contact between the Enterprise Service Desk (ESD) as well as local support responsible for requests at both the regional and enterprise level covering a large footprint of end users ranging ~40,000 spread out through divisions, districts and local sites primarily across CONUS and a small portion in the OCONUS. This role provides leadership in the execution of a variety of local IT projects and work closely as an interface for managing and coordinating customer interactions, requirements and information delivery.

RESPONSIBILITIES:

• Serve as the leader for regional management IT Support working in coordination with the division site leads, local site leads to develop plans and obtain operational efficiencies.
• Monitor the performance of tasks, and oversee activities related to IT support requests through all channels ensuring timely acknowledgement and closure.
• Identify best practices, implement information sharing, knowledge management and continuous process improvements and build customer working relationships.
• Communicates critical and time sensitive program-related services information directly to customer and GDIT program management.
• Direct personnel including full time employees and sub-contractors on assigned work and provide technical direction and guidance to project teams.
• Lead regular project/program planning and status meetings, documenting decisions and action items.
• Communicates critical and time sensitive project-related information directly to the client.
• Facilitates regional IT site-related requirements based on customer preferences and manage the interactions across communication channels and business lines.
• Work closely with the customer and the GDIT Program Team to develop comprehensive project plans to be shared with clients and other staff members
• Ensure efficient delivery of contract capabilities using industry standards and repeatable processes.
• Lead regular program reviews with the division and district IT Chiefs and Resource Managers.
• Establish milestones and monitor adherence to master plans and schedules, identify project problems and obtains solutions, such as allocation of resources or changing contractual specifications.
• Review status of projects and budgets, manages schedules, and prepares status reports.
• Assess project issues and develop resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develop mechanisms for tracking progress, assess performance of IT service requests via customer surveys to meet and exceed productivity, quality and client-satisfaction goals and objectives.

QUALIFICATIONS:

• Bachelor's degree in Information Systems, Engineering, Business, or other technical discipline
• 10+ years of experience in leading teams in the execution of complex tasks, including review of work products and deliverables for correctness, compliance with industry best practices, and Federal Government standards
• PMP Certification
• ITIL4 Foundations certified
• U.S. Citizenship required
• Security Clearance:  Active SECRET DoD Clearance

 Required Skills and Experience:

• Experience in staffing and leading remote field support teams in excess of 300 people
• Experience managing teams across 50 or more CONUS locations
• Experience managing subcontractors across geographical locations
• Experience setting and managing to Service Level Agreements
• Experience translating requirements into project plans and milestones, directing and implementing plans, and presenting formal project status/plan briefings to Government managers or work/military experience
• Experience leading enterprise service desk (ESD) operations for >30,000 users
• Demonstrated leadership and customer management skills
• Experience managing and motivating project team members
• Experience coordinating limited resources across multiple projects
• Ability to monitor various projects, address issues that arise and ensure milestones are met
• Excellent communication skills, including with technical AND nontechnical individuals
• Excellent critical thinking judgement and decision-making skills
• Excellent client-facing communication skills

Work Location:  Remote with up to 50% travel to sites across the US

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home
• 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

#RITS2

The likely salary range for this position is $142,324 - $192,556. 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.

Scheduled Weekly Hours:

40

Travel Required:

25-50%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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 30 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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.