Desktop and Customer Support Manager

Clearance Level
None
Category
Field Engineering
Location
Bethesda, Maryland

REQ#: RQ53700

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

GDIT is seeking a Desktop and Customer Support Manager to provide customer service leadership to the CIT Desktop Support team with the National Institutes of Health, Center for Information Technology (NIH/CIT).  In this role, you will promote positive customer service oriented methodologies and promote CIT services to customers. Manage and monitor Incidents and Problems Records using the ServiceNow platform. We are seeking a proactive, customer service minded individual with strong communication skills to support to our clients; NIH employees and scientists.

RESPONSIBILITIES

  • Provide guidance to the Deskside Team for customer interactions
  • Monitor Incident and Problem ticket queues to ensure the deskside team is meeting performance and satisfaction metrics
  • Develop and maintain customer satisfaction metrics
  • Implement and promote customer service best practices
  • Provide oversight of customer ticket queue for users based out of this location and remotely
  • Coordinate and balance scheduling special projects with daily duties for desktop technicians
  • Continuous desktop support process development and improvement
  • Coordinates and collaborates with the NIH Service Desk and Knowledge Management

Position is for full time employment and will work Monday - Friday 8 - 5 pm schedule.  Based at the customer site in Bethesda MD

QUALIFICATIONS

Required Skills and Experience:

  • BA/BS and 5 plus years of experience or equivalent experience of both.
  • Customer Service minded individual with strong and written and verbal communication skills
  • 5+ years of working knowledge of End User Computing (Desktop etc.) and associated technologies
  • 5+ years of face to face customer service experience.
  • 2+ years in experience in reviewing program documentation i.e. Requirements, SLA’s, SOW, RFP’s
  • 3+ years in experience in delivering/facilitating customer meetings and presentations
  • 2+ years experience direct employee management

Desired Skills and Experience:

  • Microsoft Office Suite 2016 (Outlook, Visio, Project, etc.)
  • Microsoft Windows (7, 8.1,10)
  • ServiceNow ITSM
  • Service Desk Experience (ITIL)
  • ITIL Certification
  • PMP Certification

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.