Help Desk Management
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ServiceNow Incident Management
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Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.
TIER II DESKSIDE MANAGER
Seize your opportunity to make a personal impact as a Tier II Deskside Manager supporting the National Institutes of Health (NIH). At GDIT, people are our differentiators—your leadership will help deliver exceptional endpoint support to one of the world’s premier scientific and research institutions.
As the Tier II Deskside Manager, you will oversee all activities related to the staffing, operations, and performance of the deskside support team. You will drive continuous improvement, ensure service excellence, and support a dynamic, fast‑paced environment where technology directly enables scientific discovery.
ABOUT THE TEAM
The Deskside Support Team provides comprehensive endpoint support across NIH, covering:
• Desktop and laptop systems running Windows 11, Apple macOS, and Linux/UNIX
• Mobile devices including iOS and Android tablets and smartphones
Operating in NIH’s digitally driven scientific environment, the team relies on a suite of tools and technologies that streamline workflows, support real‑time collaboration, and enhance user experience. These tools enable effective ticket management, automated processes, and rapid response to user needs while supporting enterprise‑level service delivery.
HOW A TIER II DESKSIDE MANAGER WILL MAKE AN IMPACT
• Plan, prioritize, and schedule deskside support activities to ensure continuous, consistent, and high‑quality service delivery.
• Manage and report on SLAs and SLOs, ensuring performance targets are achieved or exceeded.
• Provide leadership, coaching, and guidance to deskside technicians; promote a culture of accountability, teamwork, and customer‑first service.
• Analyze incident and request trends to identify recurring issues and recommend proactive solutions.
• Ensure staff appropriately document work, maintain asset and ticket data accuracy, and leverage ITSM tools effectively.
• Develop and maintain troubleshooting guides, knowledge articles, and operational playbooks to support repeatable, efficient service.
• Evaluate help desk processes and workflows for efficiency, recommending improvements and supporting implementation.
• Serve as the escalation point for complex technical issues, providing guidance and resolution support.
• Collaborate with cross‑functional IT teams to coordinate escalations, share insights, and improve end‑user experiences.
WHAT YOU’LL NEED TO SUCCEED
Required Skills & Abilities:
• Bachelor’s degree in a technical or related field.
• More than 5 years of IT experience with an active IT management certification (ITIL Intermediate, CCMP, CAPM, or comparable).
• Demonstrated ability to lead technical teams in a fast‑paced environment.
• Excellent verbal and written communication skills, with the ability to work effectively with all organizational levels.
• Strong organizational skills and the ability to manage multiple tasks, projects, and priorities under time constraints.
• Ability to understand technical concepts and communicate them clearly to both technical and non‑technical audiences.
• Experience developing and implementing strategies that improve IT efficiency, user satisfaction, or operational performance.
• Familiarity with SDLC and Agile methodologies.
• Hands‑on experience with ITSM platforms such as ServiceNow.
• Strong experience supporting macOS environments.
Security Clearance:
• Must be able to obtain and maintain an NIH Public Trust clearance.
Location:
• Bethesda, MD (Onsite with potential for a hybrid schedule)
#GDITFedHealthJobs
GDIT IS YOUR PLACE:
5 + years of related experience
* may vary based on technical training, certification(s), or degree
Less than 10%
The likely salary range for this position is $111,155 - $150,385. 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.
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
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