CMS Help Desk Manager

Clearance Level
Help Desk
Baltimore, Maryland

REQ#: RQ96959

Travel Required: Less than 10%
Public Trust: MBI (T2)
Requisition Type: Regular

General Dynamics Information Technology delivers next-generation IT solutions and services to the Centers for Medicare & Medicaid Services (CMS) and other Federal Health agencies. GDIT is currently seeking a Help Desk Manager to join our portfolio of Fraud, Waste and Abuse programs. In this role you will consult and provide technical input for our mission and IT service professionals associated with our FWA system programs. This role includes both support of our operational programs and business development and capture related activities.


  • Ensures all phases of the systems development from inception through completion are accomplished in a high quality and timely manner - supported through Agile Development methods.
  • Provides relevant subject matter expertise in fraud analysis systems, modeling and large scale data warehouses.
  • Coordinates the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.
  • Interfaces with Government counterparts for program activities, including leading program review sessions with customer as necessary on technical performance topics.
  • Establishes design concepts, criteria and engineering efforts for product research, development, integration and test.
  • Develops new business or expands the product line of GDIT's Fraud, Waste and Abuse systems.
  • Helps formulate milestones and monitors adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications. Assists in directing the work of employees assigned to the program from technical and administrative areas


Required Skills and Experience - 

  • A minimum of 5 years progressive experience managing a centralized Help Desk, leading a team of technical staff, similar in size and scope of the CMS customer base
  • Prior Management experience working for the Centers for Medicare and Medicaid (CMS) and ideally the Center for Program Integrity (CPI)
  • Government certification(s) or industry certification as a Help-Desk Manager.

Desired Skills and Experience:

  • 10 years working on government contracts within CMS 
  • 5 years of experience with CPI
  • ScrumMaster Certification and/or experience operating in Scrum or Kanban Agile Work Environment
  • Excellent Organizational and Planning skills


  • Ability to work on multiple tasks simultaneously in a high-pressure customer service environment
  • Proven ability to inspire and train staff to provide technical guidance as well as excellent customer service
  • Hands-on experiencing as a help-desk technician supporting government staff within a federal agency or organization
  • Experience in developing and providing instructions or guides to the end-user to include training sessions related to information technology
  • Excellent interpersonal communication and consensus-building skills with demonstrated ability to present material effectively to all levels of staff.

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.