Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Top Secret/SCI
Clearance Level Must Be Able to Obtain:
Top Secret/SCI
Public Trust/Other Required:
None
Job Family:
Program Delivery and Execution
Job Qualifications:
Skills:
Desktop Administration, Desktop Management, IT Incident Management, Service Desk Strategies Certifications:
None Experience:
8 + years of related experience US Citizenship Required:
Yes
Job Description:
GDIT is looking for a Senior Services Branch Lead to direct all aspects of service operations and projects for the USCENTCOM Information Technology Services (CITS) Program supporting the USCENTCOM J6 in Tampa, FL.
MEANINGFUL WORK AND PERSONAL IMPACT
Duties and Responsibilities: As the Information Technology Services Branch Lead for the CITS Program, assists with leading Service Desk, Desktop Services and Secure View teams. Provides subject matter expertise on improving customer support in support of the USCENTCOM Commander’s highest priorities through implementation of disciplined program, project, and engineering processes. Provides oversight to the Incident and Problem Management processes and maintains awareness and coordination with all aspects of Major Incident Management. Additionally, ensures that all associated projects, initiatives, and processes are in conformance with the organization's established policies, procedures, and objectives. Supports Service Design and Transition actions and implements Continual Service Improvement tasks in coordination with operations teams. Drives vendor engagements to ensure responsive Tier IV support and to ensure technology innovation analysis to best inform future enterprise consideration.
Additional Responsibilities:
Maintain key customer relationships to support strategic tech insertion and lifecycle replacement of IT hardware for the entire IT Enterprise
Implement best practices for the Enterprise to include ITIL, Agile, PMBOK frameworks for delivering IT Services work that include use of MS Project Scheduling, Detailed Resource Planning, performance tracking, and workload prioritization of the combined teams to effectively meet customer milestones
Support the development of status work products, to include briefing materials that showcase accurate service delivery metrics and team performance to mission outcomes
Work with the CSI Lead and evaluate impacts of recommended initiatives and projects and drive delivery of advanced ITSM processes and tooling solutions that meet the customers use cases
Champion organizational change management efforts that impact internal engineering, operations, and service delivery operations within programs technical teams
Directly support teams with unique Service Delivery related strategy and design, and partner with the operations team to bring designed capabilities online and deployed across the environment
Partner with the quality team to implement an effective quality management program that covers all elements of technical delivery to measure and provide insights into customer experience
WHAT YOU’LL NEED TO SUCCEED
Education and/or Certifications:
Required:
Bachelor’s Degree with a focus in computer science, engineering, or a related field of study and at least 8 years of experience
Applicable DoW 8140 or DoW 8570 Certification
Desired:
Master’s Degree with a focus in computer science, engineering, or a related field of study
ITIL 4 Foundation Certification
Required Skills:
8 years+ of progressive technical implementation, team leadership, and customer relationship experience
Skilled in utilizing best practice engineering methods
Experience in strategic planning, including contributing recommendations with supporting data and preparing and executing action plans
Proven proficiency in analyzing, evaluating, and overcoming program risks across multiple project teams
Demonstrated knowledge of incident management, problem management, change management, Knowledge management as well as request…