Application Service Desk Manager

Seize your opportunity to make a personal impact as an Application Service Desk Manager supporting public-facing federal systems and websites. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As an Application Service Desk Manager you will help ensure that the public is able to access the federal systems and data available to them, and that any issues are resolved in a timely and effective manner. Our work depends on an experienced Service Desk Manager joining our team to manage the activities of a technical support contact center that the public relies on to obtain information and submit requests on specific federal agency operations. You will provide a productive and motivating working environment, and lead efforts to address any issues/disputes from both application owners and the general public.

HOW YOU WILL MAKE AN IMPACT

• Manage all activities related to the staffing and operation of an information systems service desk.
• Plan, prioritize, and schedule activities to ensure continuity of service.
• Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service.
• Analyze service desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
• Ensure that the team uses and maintains knowledge base, SOPs, work instructions.
• Track activity and performance metrics and analyze them for potential improvements.
• Ensure adherence to Service Level Agreements, and maintain reports and deliverables to the customer.
• Develop problem solving guidelines, checklists, or other materials to assist the team in responding to user issues.
• Evaluate systems and processes for efficiencies and recommend improvements, as needed.
• Respond to more complex, escalated enquiries from team members.

WHAT YOU’LL NEED TO SUCCEED:

● Education: Bachelor of Arts/Bachelor of Science preferred

Preferred certification: HDI and/or ITIL 4 Certifications

● Required Experience: 7+ years of related experience including 3+ years of service desk leadership

● Required Technical Skills:

Experience working with an ITSM tool such as Remedy, HEAT or ServiceNow

IT Troubleshooting skills, especially with custom public-facing systems.

Ability to develop a level of expertise with the business/mission aspects of a public-facing application and train/mentor service desk staff in learning the application and addressing calls from the public

● Security Clearance Level: must be able to pass a government agency background check

● Required Skills and Abilities:

Able to communicate technical ideas and concepts to a non-technical audience.

Prior experience providing technical and non-technical support to senior leaders and executives.

Experience prioritizing trouble tickets and conflicting tasks

Good coaching and mentoring skills

● Location: San Antonio, TX

● Timeline: This position is being posted contingent on funding or contract award. It is expected to start in September 2023.

GDIT IS YOUR PLACE:

● 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