Tier-1 IT Service Desk Manager

Clearance Level
Help Desk
San Antonio, Texas
Hybrid Workplace
Key Skills For Success

Help Desk Management


Service Desk Management

Trouble Ticketing

REQ#: RQ145951
Public Trust: Other
Requisition Type: Regular
Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

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.


  • 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.


● 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


● 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

Work Requirements
Years of Experience

7 + years of related experience

* may vary based on technical training, certification(s), or degree

Travel Required

Less than 10%

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 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.