Client Services Team Lead in Washington, DC at General Dynamics Information Technology

Date Posted: 11/14/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/14/2019
  • Job ID:
    RQ40198

Job Description

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

GDIT is seeking a  Client Services Team Lead . U.S. Citizenship and background investigation is required; you must have a current clean financial background.  (Though the position is 8-5 M-F, the role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.) Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

Client Services team Lead performs onsite support for End User Devices including desktops, laptops, printers, peripherals, and mobile devices (including tablets). Remote support is provided by federal employees for all other Locations.  The services include:

•             Provisioning

•             Remote/local support

•             Request fulfillment

•             Hardware break/fix

•             MACD planning/execution

•             Asset tagging

•             Refresh

•             Disposal

•             Imaging/layered software installation

•             Image engineering

•             Patching

•             Software updates.

The Client Services environment has approximately 8,800 laptops and desktops consisting primarily of Lenovo hardware. In addition to Lenovo, the other major hardware manufacturers present in the environment include Dell and ~180 Apple laptops and tablets. 

Printers are acquired, deployed and supported by Client Services.  The asset management, maintenance, and break-fix of Multi-function printers is currently under contract to a third-party.

The Client Services workforce relies heavily on wireless technologies for mobility and communication solutions in support of the corporate mission. The Wireless Services group within Client Services is responsible for the operations of this business-critical function. Areas of responsibility include:

•             Customer service and support

•             Mobile Device management and provisioning

•             Procurement and inventory management

•             Carrier and invoice management

•             Billing reconciliation and reporting

•             Usage/cost analysis and trending

•             Telecom Expense Management

•             Cellular Moves, Additions, Changes, Deletions (MACD)

Wireless Services manages customer inquiries and service requests via phone calls, the ServiceNow ticketing system, and email.

Current software tools in the Client Services environment include:

•             BigFix

•             Bomgar

•             SCCM for desktops

•             Exchange Online Protection 

•             Office365 Advanced Threat Protection

•             Windows Defender and BitLocker

•             ServiceNow

•             IBM MaaS360

Requirements:

A minimum of 10 years of experience in client services, for a help desk team, including at least 3 years in supporting Federal Government to manage performance of the client services.

This position is not yet funded.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. 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.

GDIT CAREERS

Opportunity Owned

Discover more at gdit.com/careers

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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.

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