Desktop Manager

Clearance Level
Field Engineering
Bethesda, Maryland

REQ#: RQ95882

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Pipeline

GDIT is currently seeking a strong technical Desktop Support Manager in Bethesda, MD to join our team. In this role you will be a manager providing leadership to the Desktop Team that provides Tier 1 – 3 support in multiple locations. This leader is accountable for the analysis and continuous improvement of the IT Desktop Support team in ensuring efficient and quality service. This team provides: Desktop, Mobile, Audio and Visual technical support, computer and printer lifecycle management, Citrix Virtual Desktop and Endpoint Management, which focuses on providing outstanding customer service in application and hardware support for the National Human Genome Research Institute (NHGRI) user community within the National Institutes of Health. You will also promote positive customer service-oriented methodologies to promote NHGRI services to customers. We are seeking a proactive, customer service minded individual with strong communication skills to support to our clients; NIH employees and scientists.

  • Provide guidance to the Desktop and Endpoint Teams for customer interactions
  • Monitor Incident and Problem ticket queues to ensure the Desktop team is meeting performance and satisfaction metrics
  • Develop and maintain customer satisfaction metrics and service level objectives (SLO)
  • Implement and promote customer service best practices
  • Provide oversight of deployments, updates and security patches of laptops and desktops
  • Provide oversight of customer ticket queue for users based out of this location and remotely
  • Coordinate and balance scheduling special projects with daily duties for desktop and endpoint technicians
  • Continuous desktop support process development and improvement
  • Recruits and supports development of direct staff members
  • Ensure there is Desktop Support coverage Mon – Fri from 7am – 6pm
  • Ensure each member of your team has a development path to learning and developing in their current role and a career path to their next role
  • Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review
  • Coordinates and collaborates with the NIH Collaboration Technology, PMO, Infrastructure, Scientific Systems and IT Security teams

Required Qualifications and Skills:

  •  BS/BA degree or the equivalent years relevant experience
  •  Five years working knowledge of End User Computing (Windows and Apple Laptops, etc.) and associated technologies
  •  Five years face-to-face customer service experience
  • Experience in reviewing program documentation (i.e. Requirements, SLA’s, SOW)
  • Three years’ experience in delivering/facilitating customer meetings and presentations
  • Three years’ experience in direct employee management of high-performing teams
  • Ability to manage remote employees across multiple locations
  • Must have the following certifications: A+, ACMT, Microsoft Office (MOS), and MCSA Windows 10.  (MCSE is acceptable in lieu of an MCSA)
  • Must be able to obtain a Public Trust

It would be great if you also had:

  • Experience with Microsoft Office Suite 2016
  • Experience with Visio
  • Experience with Microsoft Windows (7, 8.1,10)
  • Experience with ServiceNow ITSM
  • Experience with Unix
  • Service Desk experience
  • ITIL certification

Attributes for Success:

  • Customer service minded
  • Excellent verbal and written communication skills
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.