Help Desk Manager

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Top Secret

Public Trust/Other Required:
None

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Operations Processes, Process Improvements, Service Level Agreement (SLA)
Certifications:
None
Experience:
9 + years of related experience
ship Required:
Yes

Job Description:

Transform technology into opportunity as a Service Desk Operations Manager with General Dynamics Information Technology (GDIT). In this critical role, you will oversee a team of dedicated service desk technicians to ensure exceptional service delivery to our valued government customers. Partnering closely with the Service Delivery Manager, you will help operate and maintain a dynamic, 24x7x365 Technical Service Desk while driving effective team performance, streamlining processes, and delivering innovative solutions.

At GDIT, you'll not only make a meaningful impact but also stay at the forefront of service desk management by cultivating efficiency, supporting technical excellence, and improving how government agencies operate.

How You'll Make an Impact:

• Lead and manage multiple teams of service desk personnel to deliver exceptional customer service, efficiency, and technical expertise in resolving IT issues
• Motivate, coach, develop, and mentor staff, ensuring performance objectives are consistently met or exceeded
• Collect, interpret, and analyze data to identify trends and insights, informing process improvements and strategic decisions
• Oversee the day-to-day delivery of services while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and industry standards
• Clearly document and maintain operational processes and procedures to ensure team alignment and compliance
• Proactively identify customer service trends and partner with cross-functional teams to develop and implement best practices, driving continuous service improvements
• Serve as the liaison for onsite operations interactions with government customers, fostering strong relationships and coordinating directly with team supervisors and stakeholders
• Split on-site work across two locations: Washington, D.C. and Beltsville, MD
• Requires annual travel to satellite location(s)

What You'll Need to Succeed:

• Bachelor's degree (BA/BS) or equivalent experience; AND
• Five or more years of relevant IT management or service delivery experience
• Demonstrated experience using Active Directory and ServiceNow
• ITIL Foundations Certification (must be able to obtain within 180 days) with an ability to pursue higher ITIL-level certifications when needed
• Active Secret clearance with an ability to obtain Top Secret Clearance as needed
• ship

Preferred Skills and Qualities:

• Strong interpersonal, leadership, and team-building capabilities
• Demonstrated problem-solving skills with an analytical mindset to optimize team workflows
• Experience in managing service desk performance in a24x7x365 environment
• Proven ability to collaborate cross-functionally to address challenges and implement efficient solutions
• Ability to effectively communicate strategies, initiatives, and results to both technical and non-technical audiences

The likely salary range for this position is $107,744 - $132,250. 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:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations:
USA MD Beltsville

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. 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 50 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.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans