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)
WHAT YOU’LL NEED:
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
WHAT GDIT CAN OFFER YOU:
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.