Helpdesk Manager

Clearance Level
Help Desk
Washington, District of Columbia

REQ#: RQ96509

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Regular

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

We are seeking a Information Systems Manager to support work on our federal clients infrastructure operations, maintenance, and support services.

Key Responsibilities

  • Oversee 100% of the requests, incidents and problems
  • Manages and coordinates urgent and complicated support issues
  • Act as escalation point for all requests and incidents
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
  • Train, coach and mentor Customer Service Agents/Desktop Support Specialists (Level 1 / 2) including career development
  • Oversee staff activities
  • Builds/obtains (from other departments) training material for support staff
  • Schedule employees working times and provide backup support. Interact with internal and external customers
  • Drive Ticket Deep Dive and develop strategies for improvement
  • Ensure Knowledge Base Articles are available for technicians to use
  • Monitor and manage ticket queues
  • Gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in call center issues
  • Provide productivity, service level, and key performance metrics in support of business objective
  • Oversee Solutions repository and ensure top quality solutions are available to the staff
  • Develops an effective and workable framework for managing and improving customer IT support in the organization
  • Advise management on situations that may require additional client support or escalation
  • Collect and consolidate data across multiple data sources, develop and implement process improvements and automate where possible
  • Manage process for communicating outage/emergency activities to the organization
  • Manage and maintain communications with government leads and Task Monitor
  • Review survey feedback to improve services, tools and support experience
  • Keep confidential all applicant, client, and verification and company proprietary information
  • Continuously review reporting requirements and current data collection methods to ensure efficiency. Work with teams to collaborate on the most efficient way to report and retrieve data
  • Production support analysis and issue resolution for the FootPrints application and its integration points into Active Directory, Asset Manager and other databases
  • Design, develop, maintain and support the FootPrints application environment
  • Works with users and project managers to implement different business needs for ticketing systems and assist with application testing and user training
  • Maintain and monitor the FootPrints application’s server environment
  • Assess all performance-related issues with the FootPrints application
  • Work with users to define and work toward a resolution for problems with the application
  • Work with Database Administrators and IT Operations to resolve technical issues and identify optimal solutions
  • Provide support and troubleshoot issues related to all Footprints
  • Maintain the security and confidentiality of information accessible on managed systems
  • Participate in the IT Change Management process, including drafting plans, system testing and application of controls for all updates made to a test or production environment 
  • Update, monitor, manage and resolve tickets associated with the Footprints environment
  • Cross-train other team members to provide backup support
  • Provide backup support for other team members

Required experience:

  • Lead and managed IT Operations helpdesk servicing approximately 1500 end users
  • in geographically dispersed locations
  • Five plus years of hands-on developer-level, day to day administration, and architectural knowledge of the FootPrints system version 10 or higher.
  • Experience in a development environment working with test and production support organizations
  • Knowledge of Incident/Asset/Change Management and Service Management applications
  • Working knowledge of ITSM and ITIL best practices. 
  • Working knowledge of a range of diagnostic utilities
  • Demonstrated progressive experience in the management of a technical support team
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
  • Solid relationship management and performance management skills
  • Ability to motivate and direct staff members and subordinates
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Strong documentation skills
  • Ability to present ideas in user-friendly language to non-technical staff and end users
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.


  • Full-flex work week
  • 401K with company match
  • Customizable health benefits packages
  • Collaborative teams of highly motivated critical thinkers and innovators
  • Internal mobility team dedicated to helping you own your career
  • Rewards program for high-performing employees


Opportunity Owned

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This position requires being fully vaccinated against COVID-19 by December 8, 2021 or the start date, if after December 8.

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.