General Dynamics

IT Endpoint Services Team Lead

General Dynamics • $85K — $110K *
Sterling Heights, MI 48310In-Person
Aerospace & Defense
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT, Computer Science, Engineering, or equivalent experience.
  • 3-5+ years in end user support/service desk/deskside support roles.
  • 1-3+ years of leadership experience with team management responsibilities.
  • Experience in defense, aerospace, or manufacturing environments preferred.
  • Strong knowledge of Windows desktop OS and enterprise configurations.

Responsibilities

  • Lead, mentor, and develop a team of end user support technicians.
  • Coordinate daily workload, assign tickets, and monitor progress to uphold SLAs.
  • Serve as an escalation point for complex or high-impact issues.
  • Oversee daily delivery of end user services in various environments.
  • Ensure compliance with ITIL/ITSM processes for incident resolution.

Benefits

  • Comprehensive benefits package including health insurance.
  • Opportunities for professional development and training.
  • Support for obtaining relevant security clearances.
  • Participation in safety and compliance programs unique to the defense sector.
Full Job Description
Job Description

Summary

The End User Services Technical Team Lead is responsible for leading a team that supports end users in a secure defense/manufacturing environment, including office, engineering, and shop - floor personnel. The role combines hands - on technical support with leadership and coordination, ensuring reliable operation of end user devices and services in accordance with cybersecurity, export control, and regulatory requirements.

Key Responsibilities

Leadership & Team Management
  • Lead, mentor, and develop a team of end user support technicians (service desk, deskside, and/or plant - floor support).
  • Coordinate daily workload, assign tickets, and monitor progress to meet SLAs and KPIs.
  • Provide coaching, performance feedback, and input to performance reviews.
  • Serve as an escalation point for complex, high - impact, or sensitive incidents and requests.
  • Help foster a safety - and security - conscious culture aligned with defense and manufacturing standards.

Service Delivery & Operations
  • Oversee day - to - day delivery of end user services across office, engineering labs, and manufacturing/production areas.
  • Ensure timely resolution of incidents and requests in line with ITIL/ITSM processes
  • Manage processes for onboarding/offboarding, hardware refresh, and software deployment, including in secure and restricted areas.
  • Ensure accurate and compliant asset tracking for end user devices (including serialized hardware and controlled software).
  • Maintain and improve documentation, knowledge base articles, and standard operating procedures.

Technical Responsibilities
  • Provide advanced troubleshooting for hardware, OS, and application issues on:
    • Windows endpoints
    • Engineering workstations and specialized manufacturing PCs/HMIs
    • Ruggedized or industrial devices used on the shop floor
  • Support collaboration and productivity tools (e.g., Microsoft 365, Teams, SharePoint) in a secure environment.
  • Support remote access/VPN solutions and multi - factor authentication in line with security policies.
  • Coordinate with infrastructure, network, cybersecurity, and application teams to resolve cross - functional issues and implement changes.
  • Contribute to endpoint standardization, image management, and software packaging/distribution, including hardened builds for secure networks.

Security, Compliance & Safety
  • Ensure end user services comply with internal cybersecurity policies, defense regulations, and export control requirements (e.g., ITAR/EAR where applicable).
  • Support implementation of security controls on endpoints (e.g., encryption, endpoint protection, patching, access controls).
  • Assist with audits, evidence collection, and remediation activities related to end user computing.
  • Promote safe working practices when supporting equipment in manufacturing and test environments (e.g., around machinery, ESD - sensitive areas).

Continuous Improvement & Projects
  • Identify opportunities to improve end user experience, reduce incidents, and automate routine tasks.
  • Lead or participate in IT projects such as hardware refresh programs, OS upgrades, tool rollouts, and plant expansions.
  • Track and report on service metrics; recommend and implement improvements to processes and tooling.
  • Support change management activities, including communication, training, and floor - walk support during major changes.

Education & Experience
  • Bachelor's degree in Information Technology, Computer Science, Engineering, or related field ; or equivalent experience.
  • Typically 3-5+ years of experience in end user support / service desk / deskside support.
  • 1-3+ years in a senior/lead role or with demonstrable leadership responsibilities.
  • Experience in a defense, aerospace, or manufacturing environment strongly preferred.

Technical Skills
  • Strong knowledge of:
    • Windows desktop OS and standard enterprise configurations
    • Microsoft 365 or similar productivity platforms
    • Endpoint management tools (e.g., Microsoft Intune, SCCM, or similar)
  • Familiarity with ITSM tools ( e.g., HALO ITSM, ServiceNow, Jira Service Management).
  • Understanding of networking basics (TCP/IP, DNS, VPN, Wi - Fi) and endpoint security best practices.
  • Experience supporting:
    • Engineering/CAD workstations (e.g., NX, CREO , or similar)
    • Devices in manufacturing environments (shop - floor PCs, label printers, scanners, etc.) - if applicable.

Soft Skills
  • Strong customer service orientation and communication skills with both technical and non - technical users (engineers, production staff, management).
  • Ability to prioritize and manage multiple tasks in a fast - paced, production - critical environment.
  • Proven problem - solving skills, attention to detail, and sense of ownership.
  • Ability to work effectively with cross - functional teams, including security, engineering, operations, and compliance.

Additional / Regulatory
  • Ability to obtain and maintain any required security clearances or background checks, as applicable.
  • Eligibility to work with export - controlled information and systems, where required.

About General Dynamics

General Dynamics is involved in business aviation; land and expeditionary combat vehicles and systems, armaments, and munitions; shipbuilding and marine systems; and mission-critical information systems and technologies. General Dynamics has four main business segments. Aerospace designs, develops, manufacturers and services a comprehensive offering of advanced business-jet aircraft. Combat Systems specializes in producing, supporting and sustaining land and expeditionary combat systems for the U.S. military and its allies. Marine Systems designs, builds and supports submarines and a variety of surface ships for the U.S. Navy and commercial customers. The Information Systems and Technology group offers a breadth and depth of technology and service capabilities that support a wide range of government and commercial needs, including systems integration expertise; hardware and software products; and engineering, management and support services.

General Dynamics Careers

Join the dynamic team at General Dynamics, a leader in global defense, aerospace, and technology services. As a pivotal player in innovation and security, General Dynamics offers unparalleled job opportunities for professionals eager to advance their careers in a cutting-edge environment.

Work You’ll Do

At General Dynamics, we empower our employees to drive innovation and lead with integrity and excellence. With a commitment to professional growth and diversity, our team is at the forefront of developing solutions that make a difference in the world. Whether in engineering, cybersecurity, or project management, your work at General Dynamics will contribute to missions that matter.

Explore Career Paths

General Dynamics is not just a company; it's a community where you can build a career that aligns with your passion and skills. From internships to leadership positions, the breadth of opportunities supports your professional journey at every stage.

Innovate and Lead

Join a team where innovation is the status quo. At General Dynamics, you’ll work alongside industry experts to solve complex challenges with cutting-edge technology. Our leadership is committed to fostering a culture of growth and learning, where you can lead projects that explore new frontiers.

Professional Development

Invest in your future with General Dynamics’ robust professional development programs. Enhance your skills through targeted training, workshops, and seminars that propel your expertise and leadership capabilities forward.

Diversity and Inclusion

At General Dynamics, we believe diversity drives innovation. Our inclusive culture welcomes diverse perspectives and ideas, fostering an environment where all employees can thrive. Through diversity training and networking opportunities, we ensure every team member can contribute uniquely and significantly.

Benefits and Culture

Experience a culture that prioritizes the well-being and satisfaction of its employees. General Dynamics offers competitive benefits, including health care, retirement plans, and flexible working arrangements, to ensure a healthy work-life balance. Our team-oriented culture encourages collaboration and mutual respect, making General Dynamics a great place to work.

Join Our Team

Ready to advance your career at General Dynamics? Explore our current job opportunities and find a position that matches your skills and ambitions. We are continuously hiring talented individuals who are passionate about making a difference.

Prepare for Your Interview

Make a great first impression. Prepare for your interview at General Dynamics by researching our company values and recent projects. Tailor your resume to highlight relevant experience and skills that align with the job description.

Stay Connected

Keep up to date with the latest from General Dynamics: - **Career Growth Tips:** Gain insights from our professionals on advancing your career. - **Networking Events:** Connect with peers and leaders in your field through our networking events. - **Job Alerts:** Customize your job alerts to receive updates on new openings that fit your career preferences.

Explore General Dynamics Jobs

Discover the impact you can make at General Dynamics by joining our team. Search open positions, apply online, and take the first step towards a rewarding career filled with opportunities for growth and innovation.

SEARCH GENERAL DYNAMICS JOBS

Join General Dynamics today and be part of a team that values leadership, innovation, and diversity. See what exciting and rewarding opportunities await you in a career at General Dynamics.
Learn more about General Dynamics
Size
103,100 employees
Market Cap
$67.9 billion
Industry
Aerospace & Defense
Net Income
$3.1 billion
Founded
1952
5 Year Trend
+4.7%
Revenue
$37.9 billion
NASDAQ
GD
* Ladders Estimates

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