Service Desk Manager Tier 1

Clearance Level
Top Secret
Help Desk
Doral, Florida

REQ#: RQ109377

Travel Required: Less than 10%
Requisition Type: Regular

The Customer Service Manager role ensures end user satisfaction in response to Tier 1 services. Manages the service desk staff. Trains and mentors staff members to provide the highest standards of customer service, ensuring USSOUTHCOM and GDIT policies are followed. Handles customer inquiries and resolving customer problems. Sets customer satisfaction goals and works with the team to meet said goals. Interacts with customers and responds to inquiries.

  • SCOPE OF ROLE:  Supervises a small team focused on one or a few disciplines. Low complexity. Direct reports are typically non-exempt

  • Supervises assigned technical support staff in support of networked and stand-alone computer users and systems

  • Plans, prioritizes, and schedules help desk activities to ensure continuity of service

  • Develops and trains help desk staff

  • Analyzes help desk activities and develop tools and process improvements to optimize service

  • Supervises staff in recognizing, identifying, isolating, and resolving problems with information systems products and services

  • Simulates or recreates user problems to resolve operating difficulties

  • Recommends systems modifications to reduce user problems

Required Experience/Knowledge: 

  • Minimum Secret clearance to start; ability to obtain TS/SCI clearance 

  • Minimum 5 years hands-on experience in an Information Technology environment.

Required Education and Certifications: 

  • BA/BS or equivalent experience

  • DoD 8570 IAT-II certification (e.g., Security + CE or equivalent) 

  • Current Computing Environment (e.g., MD-100) certification. 

Desired Certifications/Experience:  

  • Customer Support and ServiceNow experience a plus. 

  • ITIL certification a plus.

COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, 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.

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.