Job Description

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

Seize your opportunity to make a personal impact as a Service Desk Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Service Desk Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on a Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.

HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT

• Provide program support as a Service Desk Manager 

• Responsible for the daily operations and supervision of a Service Desk team of 50-100 Service Desk Technicians and SMEs

• Manage the daily activities of the assigned team

• Responsible for developing and motivating staff while promoting teamwork

• Work with the Quality Team to address quality issues and improve performance

• Generated and analyze data from ITSM tools  and develop action plans to ensure daily performance metrics are in line with performance SLAs

• Provide direction to staff members regarding operational issues

• Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365

• Perform technician activities when necessary 

• Work with SMEs (training, quality, knowledge management, etc.) to recommend improvements

• Promote teamwork and skill sharing between other groups and the Service Desk teams

• Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.

• Responsible for meeting and communicating program milestones and deliverables.

• Develop and maintain project plans and schedules.

WHAT YOU’LL NEED TO SUCCEED:

• 10 or more years of prior relevant experience managing and leading a team of 50-100 personnel

• 5 or more years of experience related to quality performance of ITSM services 

• Experience leading and managing large cross-functional teams of similar size and scope as this requirement.

• Proven experience developing strategies to mitigate issues and risks 

• ITIL v3 or ITIL4 and Security + Certifications.

GDIT IS YOUR PLACE:
● 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

Work Requirements

Years of Experience

10 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required

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