VA Service Desk Program Manager

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. Our work has meaning and impact on the world around us, but also on us, and that’s important.

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

Essential Functions and Job Responsibilities

The successful candidate will have overall customer engagement, service delivery, and P&L responsibility for GDIT’s Department of Veterans Affairs Enterprise Service Desk Tier 1 Task Order. The Program Director oversees Tier-0 (Self-Service Services) and Tier-1 (Enterprise Service Desk (ESD) Services) in a Managed Service Provider (MSP) capacity. Key elements of the Government’s Performance Work Statement (PWS) include enhancing service delivery, reducing cost, increasing business focus, and improving the quality of Information Technology (IT) Services to End Users. This candidate will oversee all facets of VA ESD Tier 1 including performance metrics, service delivery enhancement and innovation, capacity forecasting and workforce demand management, and maintaining and providing success metrics.

Job Description

The following are key business objectives the VA expects to achieve through partnering with GDIT:

• Improve VA End User efficiency and effectiveness by adopting and leveraging the MSP’s knowledge databases and leading IT service management practices in the areas of customer logging, tracking, reporting, and resolving of IT Tickets and service Requests;
• Improve efficiency and effectiveness by, early identification and Problem Resolution of Root Causes of technical issues including working with specialized Resolver Groups, such as VA staff and designated third parties, before they become trends;
• Improve IT customer service and Ticket Resolution speed through continuous Service Availability (24x7x365), self-service capabilities, and skilled Managed Service Provider personnel in the areas of industry standard IT products and services.
• Preparing and delivering presentations focused on program successes, status, and innovation for service delivery

The Program Manager shall create an environment where all Incidents, Problems, Requests, access, and Changes for all applications and related infrastructure services related to End User Tier-0 and Tier-1 Services, are received, monitored, tracked, and successfully resolved. IT service management practices used to support the delivery of Services shall be based on Information Technology Infrastructure Library (ITIL) v3 best practices and any subsequent version of ITIL adopted in the IT industry and approved for use by VA.

Other Responsibilities Include:

• Exceed VA expectations through exceptional customer relationship management.
• Ensure profitability by managing revenue and cost components of a $25M - $30M per year Task Order.
• Lead a team of 600+ IT and Cross-Functional Professionals.
• Deliver services to all 1,500+ VA Medical Centers, Benefits Centers, Cemeteries, and Central Office/HQ.
• Support other VA and GDIT new business development activities.
• Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits required to meet all program Critical Performance Indicators and Key Performance Indicators.
• Lead, develop, coach and mentor staff while focusing on career mobility and employee diversity. 

SCOPE: Manages a large team of multiple disciplines with a high degree of complexity.

LOCATION: Remote with some travel to Washington, DC and Austin, TX

Minimum Requirements:

• Bachelor’s Degree in business related field, engineering, or a related scientific or technical discipline with at least 10+ years of experience
• Must have 6+ years of progressive experience supporting automated systems, programs, or an enterprise with service delivery with a preferred emphasis on IT Service Desks
• Must have 4+ years of experience managing contracts or task orders in excess of $10M annually
• Must have at least 2 years of direct experience supporting VA programs or other Government agencies
• Must have previous government experience with CDRL-based contracts / Task Orders
• Good team player, able to manage multiple assignments, and adapt to changing client needs
• Outstanding written and verbal communication skills with the ability to present business leaders
• Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting
• U.S. Citizenship or current Green Card Holder required

Desired Qualifications:

• PMP or ITIL certifications preferred
• Active VA access including assigned CAG and PIV

GDIT IS YOUR PLACE:
● Full-flex work week to own your priorities at work and at home
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays