Tier 1 Service Desk Manager

Clearance Level
Top Secret
Help Desk
Fort Worth, Texas

REQ#: RQ125414

Travel Required: Less than 10%
Requisition Type: Regular

GDIT is seeking a Top Secret cleared Help Desk Manager to oversee a Tier 1 Service Desk operation and be Watch Officer overseeing all issues resulting in critical tickets, adhocs, service bulletin notifications across the FBI Enterprise. Successful candidates are the liaison and direct support to the Program Manager.  Candidate is expected to be a highly organized team player with strong written and oral communication skills and the ability to prioritize challenges on multiple fronts to drive results with an emphasis on quality.

  • Supporting a user base >50k worldwide operating in classified and unclassified network domains
  • Capable of handling a call volume between 30k to 40k calls per month
  • Experienced in managing and leading a team of ~75 employees across multiple locations
  • Capable of delivering efficient and timely first and second tier support within required timeframes of service level agreements
  • In possession of an “active” top secret clearance with eligibility for a CI polygraph


  • Supervises customer service, proper phone etiquette, activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.
  • Understand and adhere to the hierarchical Chain of Command order of reporting (Director, Program Manager, Operations Manager).
  • As Watch Officer, ensure that all phases of support are properly coordinated, monitored, tracked, triaged, and resolved.
  • Create and manage escalation procedures and ensures service levels are maintained.
  • Document, track, and monitor ticket problems to ensure resolution in a timely manner.
  • Develop information technology projects and provides strategic management and objectives for the department that captures “Total Ticket Ownership”.
  • Select, develop, and evaluate personnel to ensure the efficient operation of help desk functions.
  • Present infrastructure improvement recommendations to the Program Manager, (minor or significant) based on request trends.
  • Oversee development and dissemination of knowledge articles, SOPs, scripts, usage guides, and FAQ lists for end users.
  • Oversee the development, implementation, and administration of service desk staff training, schedules, productivity reports, procedures, and policies.
  • Manage and lead incident and request management processes, including queue management, ticket assignments, and escalation
  • Manage program performance, productivity, risks and issues with subordinates, customers, team leaders, and corporate management
  • Oversee IT asset management for the program
  • Supports continuous improvement through measuring and evaluating processes and incorporating feedback into regular process updates by providing routine ticket queue management and data extractions from various databases

Required Experience:

  • A minimum of 5+ years’ managing enterprise IT infrastructure and applications support programs in excess of $10m per year
  • Leading and managing personnel in a geographically dispersed, 24x7x365 environment
  • Managing performance-based customer service against multiple SLA requirements
  • Effectively communicate data analytics, and key data points by way of including industrial research and contract requirements
  • Implementing optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
  • Utilizing and customizing service desk tools and technologies (ITSM, Remote Management / Monitoring, and Automated Call Distribution) to monitor and improve program performance and satisfy customer needs.  Service Now and Ring Central experience is a plus.

Education and Certifications desired:

  • Bachelor’s degree
  • ITIL Intermediate – Operational Support & Analysis or Service Operation
  • Help Desk Institute – Support Center Team Lead
  • Security+ or better (e.g., CISSP or CASP)

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.