HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) - Top Secret clearance

GDIT has an amazing opportunity for a Help Desk Manager to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Help Desk Manager, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. 

Transform technology into opportunity as a Help Desk Manager with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Help Desk Manager, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. 

HOW A HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) WILL MAKE AN IMPACT: 

·       Provides advanced technical support for macOS systems, Apple hardware, and associated peripherals in a secure, executive-level federal environment. 

·       Reviews and monitors active tickets to ensure alignment with established quality standards, accuracy of documentation, and adherence to escalation procedures. 

·       Partners with the Quality Assurance Coordinator and Training Manager to identify process gaps, develop solutions, and reinforce best practices across the service desk. 

·       Serves as a technical SME for the Mac team—providing mentorship, guidance, and on-the-job training for Tier 1 and Tier 1.5 technicians. 

·       Assists with testing, evaluating, and recommending improvements for Apple hardware and software deployments. 

·       Collaborates with leadership to develop and implement quality improvement initiatives based on service metrics and customer feedback. 

·       Conducts root-cause analysis on recurring macOS issues and recommends process or configuration changes to reduce incident frequency. 

·       Documents resolutions, contributes to the knowledge base, and assists in developing training materials focused on Mac support procedures. 

·       Provides deskside and remote support for executive and VIP users, ensuring minimal disruption and delivering white-glove customer service. 

·       Coordinates with network and infrastructure teams to resolve complex issues involving VPN, connectivity, and account access. 

·       Maintains awareness of emerging Apple technologies and integrates lessons learned into operational processes. 

·       Scope: Serves as a manager-level technical contributor with responsibility for quality assurance and macOS subject matter expertise within the Help Desk. Operates independently with minimal supervision. Moderate complexity.  

WHAT YOU’LL NEED TO SUCCEED: 

• Required Experience: DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience

• Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting

• Security Clearance Level: Active Top Secret with SCI Eligibility 

• Required Skills and Abilities: Must be able to pass a basic English Language assessment test 

• Preferred Skills: BS/BA Highly Desired 

• Location: On Customer Site, Washington, District of Columbia – This service desk is 24/7/365, occasional shift work may be required.  

GDIT IS YOUR PLACE: 

• Flexible work schedule 

• 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