Senior IT Service Desk Manager

Clearance Level
Project/Task Management
Falls Church, Virginia

REQ#: RQ126171

Travel Required: None
Requisition Type: Pipeline

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 Senior Enterprise IT Service Desk Manager to support work on our federal client's infrastructure operations, maintenance, and support services. US citizenship and the ability to obtain a public trust clearance are required.

Position Duties:

  • 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

  • Drive Ticket Deep Dive and develop strategies for improvement

  • Ensure Knowledge Base Articles are available for technicians to use

  • 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

  • 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

  • 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 

Required experience:

  • 10 years of managing IT Operations helpdesk servicing approximately in geographically dispersed locations

  • Experience supporting federal government agencies

  • Experience managing large teams

  • Experience interfacing with executive leadership

  • Knowledge of Incident/Asset/Change Management and Service Management applications

  • Knowledge of ITSM and ITIL best practices. 

  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables

  • Exceptional written and oral communication skills

  • Strong documentation skills

It would be great if you also had:

PMP certification (desired) OR HDI certifications (desired)

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.