Tier-1 IT Service Desk Manager

Transform technology into opportunity as a Tier-1 IT Service Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. Our work depends on an experienced Service Desk Manager joining our team to lead a team of support personnel who troubleshoot and resolve IT issues. You will ensure the service desk staff uses and follows established ITSM tools, templates and processes to identify, document, track and resolve issues.

HOW YOU WILL MAKE AN IMPACT

• Manage all activities related to the staffing and operation of an information systems service desk.
• Plan, prioritize, and schedule activities to ensure continuity of service.
• Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service.
• Analyze service desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
• Ensure that the team uses and maintains knowledge base, SOPs, work instructions.
• Track activity and performance metrics and analyze them for potential improvements.
• Ensure adherence to Service Level agreements, and maintain reports and deliverables to the customer.
• Develops problem solving guidelines, checklists, or other materials to assist the team in responding to user issues.
• Evaluates systems and processes for efficiencies and recommend improvements, as needed.
• Respond to more complex, escalated enquiries from team members.

WHAT YOU’LL NEED TO SUCCEED:

● Education:

• Bachelor of Arts/Bachelor of Science preferred
• Preferred certification: HDI and/or ITIL 4 Certifications

● Required Experience:

• 7+ years of related experience including 3+ years of service desk leadership

● Required Technical Skills:

• Experience working with an ITSM tool such as Remedy, HEAT or ServiceNow
• IT Troubleshooting skills, especially with common enterprise applications such as Windows based desktop computing, O365, CRM / ERP tools like Peoplesoft, and collaboration tools SharePoint or MS Teams.

● Security Clearance Level:

• Must be able to pass a government agency background check

● Required Skills and Abilities:

• Able to communicate technical ideas and concepts to a non-technical audience.
• Prior experience providing technical support to senior leaders and executives.
• Experience prioritizing trouble tickets and conflicting task
• Good coaching and mentoring skills

● Location: San Antonio, TX

GDIT IS YOUR PLACE:

● 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