Service Desk Experience Manager

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as an Service Desk Experience Manager for a career where your growth is just as important as the mission you support.

Own your opportunity to revolutionize IT service delivery for GDIT's Customers. Make a strategic and operations impact for all customer experience matters and spearhead evolution from traditional IT support to an innovative, omnichannel service model. This key leadership role drives both the strategic vision and operational excellence of large scale Enterprise IT Service Desks and Deskside Support while enabling digital transformation through automation, self-service, and proactive support capabilities.

How You Will Make an Impact:

• Direct 24x7 Enterprise IT Service Desk operations and transformation initiatives. Manage global Deskside Support Services, and field support teams to troubleshoot and resolve hardware, software, and network issues at hundreds of locations.
• Lead development and implementation of customer-focused service strategies, including interfacing with government executives and end users at all levels, to provide customers with a reliable and consistent experience .
• Improve existing support services based on data driven decision making and trend analysis. Develop proactive strategies and automation to prevent, detect, and remediate service-impacting issues
• Drive implementation of automated and self-service capabilities
• Manage service delivery and performance across global operations
• Oversee knowledge management program and continuous improvement
• Lead enterprise-wide escalation management. Direct incident, problem, and service request fulfillment
• Lead analysis and resolution of complex service delivery issues, performing root cause analysis to prevent future recurrence
• Ensure achievement of service level and experience agreements
• Provide executive reporting on service performance and metrics

What You'll Need To Succeed:

Required:

• 10+ years in IT services with at least 5 years leading large scale global enterprise service desks, focus on customer experience improvements.
• ServiceNow implementation/development
• Active ITIL v4 Practitioner: Service Desk certification (or ITLI v4 Foundations and ability to achieve ITIL v4 Practitioner: Service Desk certification within 2 weeks of starting)
• Ability to achieve Help Desk Institute Support Center Manager (HDI-SCM) within 4 weeks of starting.
• Demonstrated expertise in ITSM platforms and service delivery
• Experience with knowledge management and self-service implementation
• Must be a persuasive communicator, able to write business justifications for technology changes and achieve "buy-in" from program stakeholders, customers and the end-user community.

Desired:

• ServiceNow Certified Implementation Specialist (CIS) - ITSM Certification. (CSA and CAD also a plus.)
• ITIL 4 Practice Manager
• Help Desk Institute Support Center Manager (HDI-SCM)
• Certified Implementation Specialist (CIS) - ITSM Certification
• Advanced technical and service troubleshooting and diagnosing experience
• Omnichannel service delivery transformation
• Service automation and AIOps implementation
• Performance analytics and optimization

Position Details:

• This is a contingent posting, expected to start in late 2026 or early 2027.
• Expect to be on-site in Washington DC 2 days a week or more.
• Travel: up to 25%, mostly within the US.
• Must be able to obtain a High-Risk Public Trust security clearance.

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home.
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays.

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.