Help Desk Manager - TS/SCI w/Poly

Clearance Level
Top Secret SCI + Polygraph
Information Systems Management
Annapolis Junction, Maryland

REQ#: RQ98737

Travel Required: Less than 10%
Public Trust: None
Requisition Type: Regular

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Help Desk Manager joining our team to support a large IT infrastructure contract at Annapolis Junction, MD.

At GDIT, we foster a people-centric environment. As a Help Desk Manager supporting our US Government client, you will be trusted to ● Lead the Service Delivery Group/Capabilities Service Desk/Tier 1 Teams. In this role, a typical day will include:

  • Manages approximately 100 team members to include Tier 1 Phone, Live Chat Agents and Web Queue with a strong emphasis on training

  • Manages tasks, projects and operations as well as business goals

  • Facilitates problem resolution and delivery of services to the end users and maintains high client satisfaction rating

  • Analyzes call and chat data, determines trends and collaborates with Tier 2, Problem Resolution, AMs, other SD Organizations and EA Business Areas to assemble necessary information to resolve issues

  • Recommends and/or initiates the selection and hiring of employees

  • Trains and evaluates employees to enhance their performance, development, and work product

  • Addresses performance issues and makes recommendations for personnel actions

  • Makes recommendations for salary increases, transfers and terminations to manager

  • Adjust processes as necessary to meet Service Level Agreements (SLAs), and drive First Contact Resolution (FCR)


  • Experience working with customer technology and support requirements

  • Experience working with the technology industry

  • ITIL Foundations v3 certification preferred

  • IAT 8570 level I Certified or higher

  • Must have an adaptive management style to respond to changing business demands and client environment

  • Possess strong communications skills to effectively interact with team members, all levels of management within the company and the client

  • Possess problem-solving skills to detect and resolve technical problems

  • Possess a high degree of flexibility and availability to respond to service restoration activities in support of the operational environment

  • Must be able to work under pressure and make decisions that meet the needs of the client while maintaining the scope of the service within contract guidelines

  • Requires a high level of knowledge of established processes and procedures in the area of Service Delivery


  • Full-flex work week

  • 401K with company match

  • Customizable health benefits packages

  • Collaborative teams of highly motivated critical thinkers and innovators

  • Internal mobility team dedicated to helping you own your career

  • Rewards program for high-performing employees

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This position requires being fully vaccinated against COVID-19 by December 8, 2021 or the start date, if after December 8.

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.