Service Manager

Clearance Level
Information Systems Management
Bossier City, Louisiana

REQ#: RQ56114

Travel Required: 10-25%
Requisition Type: Regular

GDIT is seeking a Service Manager who will be responsible for all aspects of service delivery and service improvement for a U.S. Government organization with a broad geographical footprint and complex customer support challenges for a highly mobile workforce.  The successful candidate will bring significant experience implementing and managing customer facing services for both classified and SBU environments for DoD and other Federal Agencies. 

Must be U.S. citizen and possess an active Secret clearance.

Responsibilities include:

•    Serve as the GDIT primary representative responsible for all customer facing managed services
•    Oversee the 24/7/365 enterprise service desk, network operations center, incident response, and disaster recovery operations
•    Build and manage a cohesive team of leads; system/ network admins; service desk/ desktop technicians; analysts, and logistics specialists in multiple CONUS locations

•    Oversee transition from Remedy to ServiceNow
•    Ensure SLA compliance across their organization
•    Collect, analyze, and report on key performance indicators
•    Oversee all IT assets and maintain an accurate and comprehensive enterprise asset inventory
•    Oversee access, event, problem, and incident management; change control; and request fulfillment 
•    Ensure security compliance for all production systems through patching and configuration control
•    Supervise employees including hiring, training, assignments, assessments, counseling, and discipline/ termination.
•    Manage and integrate the services of subcontractors and vendors
•    Support program reviews and briefings; identify and report on issues or related problems and potential risks.

Basic Qualifications:

•    10+ years’ experience in enterprise IT operations
•    5+ years of demonstrated experience in the management and operation of large-scale, enterprise IT and telecommunication services
•    Demonstrated experience managing multiple sites and service operations comprising network operations, system/ server operations, disaster recovery, enterprise service desk, VDI, and security infrastructure
•    Demonstrated experience in DoD infrastructure and network operations
•    Working knowledge of the ITIL framework and best practices
•    Working knowledge of managing classified enterprise IT and telecommunication asset inventories and operations
•    Working knowledge of managing and maintaining the hardware and software replacement life cycle and the management of consumables and sparing inventories.
•    Experience in achieving SLA compliance
•    Strong written and verbal communication skills

Preferred Qualifications:

•    Demonstrated experience with service catalogues and Managed Services
•    ITIL v3 or v4 Foundation certification 
•    At least one relevant vendor operating system, networking, or cloud certification, e.g., CCNA, CCNP, MCSP, AWS, VMWare, Linux, etc.
•    Demonstrated experience in Cloud environments, including hybrid cloud
•    Demonstrated experience in ITIL, ISO 20000 / ISO 27001 implementations
•    Demonstrated experience in Secure DevOps/Agile concepts and processes
•    Demonstrated experience with server virtualization technologies such as VMware, Citrix, or Hyper-V 
•    Demonstrated experience with operating systems such as Windows Server and Linux
•    Demonstrated experience with software configuration management tools such as Microsoft SCCM

EDUCATION & EXPERIENCE: Requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience. Generally has 4+ years of experience supervising or leading teams or projects.

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.