Service Desk Manager

Clearance Level
Top Secret/SCI
Category
Help Desk
Location
Colorado Springs, Colorado
Onsite Workplace
Key Skills For Success

Customer Service

Group Problem Solving

IT Service Desk

People Management

Service Desk

REQ#: RQ173006
Requisition Type: Pipeline
Your Impact

Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

Job Description

Help Desk Manager

Seize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. While you help us advance the mission, we’ll help advance your career.

General Dynamics Information Technology, a world leader in Defense IT Systems Integration and Services is seeking a Service Desk Manager ensure outstanding customer satisfaction by maintaining strong working relationships with customers. This individual must possess strong leadership, communication, planning skills, and have a broad IT background in systems, servers, networks, and hardware experience gained in managing and delivering critical IT services.

Responsibilities:

  • Guide and lead team members to deliver products and services that meet or exceed customer requirements.
  • Manage customer issues through the ITSM tiers 1, 2, and 3 lifecycles.
  • Manage and train resources to ensure quality and consistency of service to customers.
  • Maintain complete and accurate customer correspondence data.
  • Assist in making operational decisions as required.
  • In conjunction with Service Owners, create training guides, frequently asked questions (FAQs), and internal and customer facing best practice products.
  • Identify and develop problem solving methodologies to resolve customer issues.

Required Experience:

  • A solid enterprise IT, cyber, and program management background and experience
  • Experience in DoD IT enterprise; understanding of DoD IT directives and guidelines
  • Able to communicate to all levels of internal, military, and customer management
  • Experience working with ITIL-Compliant Service Desk Systems, like incident tracking, ticket management, service request management, self-help, or automation tools.
  • Experience developing, implementing, optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
  • Service desk ITSM (Tiers 1-3) support experience

Required Education and Experience

  • Bachelor’s degree or equivalent
  • CompTIA Security+ce or equivalent IAT Level II certification
  • 5 yrs. of IT experience

Security Clearance Level:

  • Must be US Citizen
  • TS/SCI

Required Skills and Abilities:

  • Strong written and oral communication skills
  • Managing performance-based customer service against multiple SLA requirements
  • Implementing optimizing, standardizing, and streamlining policies, processes, and standard operating procedures

Preferred Skills:

  • Experience and familiar with DoD Enterprise Service Management Frameworks (DESMF)
  • Strong understanding of service desk KPIs and Metrics. Experience with dashboard development and/or data input.
  • Managed/support accounts, training, distribution of mobile communications, computer devices, tablets, smart phones, or classified laptops.
  • Experience managing teams supporting 24/7 operations
  • Management and leadership of teams w/ 10+ employees
  • Experience with NORAD/NORTHCOM.

Location:

  • Colorado Springs, CO


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.
Work Requirements
Years of Experience

5 + years of related experience

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

Certification

Travel Required

10-25%

Citizenship

U.S. Citizenship Required

Salary and Benefit Information

The likely salary range for this position is $80,226 - $133,973. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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.