Regional Deskside Support Manager - Clearance Required

Regional Desktop Support Manager

The Regional Desktop Support Manager provides leadership and operational oversight for Desktop Support Services within an assigned geographic region, delivering Tier 2 endpoint and deskside support to Department of State users. This role is responsible for ensuring consistent service delivery, operational excellence, and customer satisfaction across all supported sites within the region, while aligning execution with program objectives and ITIL best practices.

The Regional Desktop Support Manager serves as the primary operational leader for their region, translating enterprise strategy into day-to-day execution, managing staff performance, and coordinating closely with peer managers and service teams to support mission-critical operations.

Primary Responsibilities

Regional Operational Leadership

Lead and oversee daily deskside support operations across assigned locations, ensuring incidents, service requests, and escalations are resolved efficiently and in accordance with service level agreements (SLAs) and performance targets.

Team Leadership & Accountability

Directly manage team leads and technicians within the region. Set clear expectations, reinforce standards, and foster a culture of accountability, professionalism, and customer service excellence.

Process Execution & Standardization

Ensure regional compliance with established policies, SOPs, and ITIL 4-aligned processes. Provide feedback to DSS leadership on process effectiveness and regional execution challenges.

Performance Management & Reporting

Monitor regional KPIs, workload distribution, staffing levels, and operational trends. Provide accurate reporting and actionable insights to the Deputy DSS Manager and DSS Manager.

Stakeholder & Site Coordination

Serve as the primary point of contact for regional stakeholders, site leadership, and facilities partners. Coordinate closely with IT Mart, Citrix, Supply Chain Management, Refresh, and Mobile/Remote Support teams to ensure seamless service delivery.

Escalation & Issue Resolution

Act as the first level of management escalation for regional operational issues. Identify risks, resource constraints, and service impacts, and proactively communicate mitigation strategies to leadership.

Workforce Development & Training

Ensure regional staff complete required technical, security, and compliance training. Support onboarding, cross-training, mentoring, and professional development for team members.

Continuous Improvement

Identify opportunities to improve regional efficiency, service quality, and customer experience. Participate in initiatives focused on queue optimization, automation, capacity management, and process improvement.

Scope of Role

• Direct responsibility for deskside support operations across multiple sites within an assigned region

• Manages a team of technicians and team leads supporting a high-volume, mission-critical environment

• Operates within a complex, geographically distributed enterprise IT program

• Regular interaction with program leadership and federal stakeholders

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

• Minimum of 8–10 years of IT experience, including 3–5 years in a supervisory or management role within an IT service delivery environment

• Experience supporting large enterprise or government IT programs strongly preferred

• ITIL 4 certification required; additional certifications (CompTIA, PMP, SAFe, or similar) preferred

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find opportunities to lead high-performing teams, drive operational excellence, and deliver mission-critical IT services in support of national objectives.