Desktop Support SME - Telework

Clearance Level
Functional Experts
Falls Church, Virginia

REQ#: G2018-46812

This position is not yet Funded! 


General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.


This is a telework position. Onsite support will be required as requested by customer.


The Desktop Support SME manages and directs the day-to-day operations of Desktop Support Technicians as well as manages all Tier II and Tier III efforts across the program. The position serves as the main Tier II/III support interface with end-users ensuring timely and proactive resolution of IT service requests and problems.


Other responsibilities include:

  • Meets and/or exceeds service level agreement (SLA) and customer satisfaction goals
  • Manages Tier II & Tier III operations within budget
  • Interfaces with Government counterpart to follow up and answer any questions that may arise concerning daily operations and deliverables
  • Manages project schedules, subcontractor performance, risk management, delivery quality, and staffing
  • Leads Desktop Support (Tiers II & III) operations including IT Troubleshooting, Issue Resolution, Move, Add, Change (MAC), Enterprise IT Migration, Equipment Refreshes, and Enterprise Special Project Support
  • Supports and coordinates with the Enterprise Service Desk, Enterprise Operations Center, Unified Communications Team, and the Security Operations Center ensuring issues are coordinated and resolved in a timely fashion meeting or exceeding SLAs
  • Collaborates with the appropriate subject matter experts (SME) to resolve issues and restore outages to meet or exceed SLAs
  • Implements, tests, installs and optimizes hardware/software/networking products and configurations at customer sites. Includes troubleshooting/diagnostics to resolve product performance problems/issues in a timely fashion
  • Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
  • Prepares and provides various reports and technical reviews to senior management as requested
  • Ensures compliance with relevant corporate and government policies and standards
  • Participates in special projects as required

1) Bachelors Degree in computer science or a related technical discipline

2) Masters Degree preferred


1) Over 15 years of experience in Desktop Support and IT Service Delivery Management

2) Certification desired: PMP or PgMP or DAWIA P/PM Level 3 or FAC P/PM Level III

3) Extensive IT Service Delivery Management experience managing and leading IT operations (Tiers I, II and III) across multiple and geographically dispersed sites


" 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.