GDIT is seeking an experienced Network Monitoring/Service Desk Program Manager to join its Intelligence and Homeland Security (IHS) Group. In this role you will perform as a domain knowledge expert with experience managing enterprise-level Network Monitoring and Service Desk support consisting of multiple Tiers, including 24X7X365 support, and providing monitoring and sustainment support from SW inception through operations. You will bring your demonstrated ability to understand government expectations and partner it with technology for desired business results. The qualified candidate will perform the following tasks:
• Lead effort to interact with the user community and provided services for any impacts or issues • Oversee operational incident management and recommend enhancements of the customer’s monitoring suite of solutions, including working with service owners to ensure proper monitoring procedures are in place and necessary adjustments are made. • Ensures Network Monitoring and Service Desk processes are well documented to ensure free flowing escalation and information within the organization • Track and monitor the health of the capability delivery services to include Scheduled and Emergency Maintenances • Manage all incident response and monitoring system in terms of Operations-Based, Ticket & Alert-Driven mindset • Drive Ticket Deep Dive and develop strategies for improvement • Be a primary point of contact for the coordination of staff and resources and staff during outages and customer affecting events • 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 • 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 • Experience driving discussions with senior government personnel regarding trade-offs, best practices, project management and risk mitigation • Demonstrated ability to collaborate with stakeholders and business owners to provide guidance and recommendations on improving IT infrastructure • A proactive approach to identifying issues and problems, areas for improvement, and performance bottlenecks along with an ability to offer and implement solutions to address these. • Experience creating dashboards to track service health that appeal to both technical and non-technical audiences preferably with Splunk. • Excellent written and verbal communication skills, with a strong attention to detail and superior ability for problem solving. • Skilled at directing a large team, and executing responsibilities without direct supervisor.
20 years of experience Education: Masters degree
Successful candidate will have completed the following certification:
Project Management Institute (PMI) Project Manager Professional (PMP) or Agile Certified Practitioner (ACP) certification.
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.
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.