Executive Service Team Manager - Tier I/II IT Support - TS/SCI Required

Executive Service Team Manager - Tier I/II IT Support - TS/SCI Required

Lead a highly visible IT support team serving the U.S. Army Intelligence and Security Command mission. This role manages Tier I/II systems administration, enterprise help desk operations, and executive leadership walk-in support, with emphasis on technical leadership, customer service, professionalism, discretion, and accountability.

MEANINGFUL WORK AND PERSONAL IMPACT

As Executive Service Team Manager, you will lead daily service delivery, technical operations, staff performance, escalations, and the customer experience for end users and executive leadership.

• Lead: Manage the staffing, operation, and performance of Tier I/II systems administration and executive support services.
• Collaborate: Partner with system administrators, network teams, customers, and executive leadership to resolve issues and improve service delivery.
• Improve: Analyze trends, develop support procedures, and implement improvements that strengthen system reliability and the customer experience.
• Manage staffing, schedules, workload, priorities, service levels, continuity of operations, and team performance.
• Lead, coach, and evaluate support staff to deliver timely, technically sound, and professional service.
• Ensure first-contact, thorough triage, ticket documentation and incident resolution for hardware, software, account, application, desktop, network, print, storage, and mobile-device issues.
• Oversee desktop and server administration, including account monitoring, security updates, operating system installations, application support, imaging, BIOS configuration, SCCM/PXE boot, STIGs, and IAVA implementation.
• Ensure day-to-day monitoring and problem resolution for client, server, storage, network, print, and mobile environments.
• Oversee software installations and upgrades, system configuration, performance tuning, backup and archive processes, data recoverability, and hardware/software audits.
• Manage escalations and complex technical issues through resolution; coordinate with Tier III, network operations, and specialized teams when required.
• Support hardware deployment, dispatch, technology integration, system transitions, and migrations while minimizing service disruption.
• Ensure discreet, priority walk-in support for executive leadership and maintain an executive-ready support environment.
• Set and enforce standards for customer service, communication, professionalism, discretion, ownership, and follow-through.
• Maintain accurate tickets, incident records, metrics, configuration documentation, and problem-management data.
• Analyze recurring issues, recommend corrective actions, evaluate support tools, and report service risks, trends, and status to customer leadership.

WHAT YOU'LL NEED TO SUCCEED:

• Education: Associate degree.
• Experience: 7+ years of related IT experience, including experience leading Tier I/II systems administration, enterprise service desk, or desktop support teams.
• Required Skill/Knowledge:
  • Systems administration: Knowledge of Windows and UNIX operating systems, desktop and server administration, account management, application software, system upgrades, and configuration management.
  • Technical support: Advanced troubleshooting of hardware, software, applications, operating systems, networks, storage, print, and mobile devices.
  • Enterprise tools: Experience with Active Directory, imaging, SCCM/PXE, BIOS configuration, STIGs/IAVAs, ticketing systems, monitoring tools, backup and recovery, and hardware/software inventory documentation.
  • Operations: Working knowledge of NOSC or real-time network operations, escalation processes, system performance monitoring, and service continuity.
  • Customer service: Demonstrated experience in a high-touch IT support environment; executive-level support experience strongly preferred.
  • Leadership: Ability to manage staffing, workload, priorities, escalations, service levels, technical performance, and customer communications.
  • Communication: Strong verbal and written communication, professional presence, discretion, sound judgment, and composure under pressure.
• Clearance: Active TS/SCI; U.S. citizenship required.

• REQUIRED CERTIFICATIONS
• DoD 8570.01-M IAT Level II / DoD 8140 Computing Environment certification, as determined by the Program Manager, before supporting the contract.
• IAT Level II baseline certification, such as Security+ or equivalent.
• MCSA 2016, Microsoft Azure Administrator, or equivalent computing environment certification. Full AZ-104 certification must be obtained within 180 days of the start date.
• ROLE REQUIREMENTS
• Daily on-site Tier I/II systems administration and executive walk-in support.
• Must be available to cover any shift as needed for employee callouts, staffing shortages, or mission requirements.
• Consistent professionalism, discretion, punctuality, and executive-ready communication and appearance.
• Ability and willingness to obtain a CI Polygraph for designated positions, as required by the contract.
• Ability to lift IT hardware and perform moderate physical activities, including reaching, bending, kneeling, and connecting cables.
• Travel as required to support mission objectives.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tools that identify career steps and learning opportunities.
• Support: An internal mobility team focused on helping you achieve your career goals.
• Rewards: Comprehensive benefits and wellness packages, 401(k) company match, competitive pay, and paid time off.
• Community: An award-winning culture of innovation and a military-friendly workplace.

OWN YOUR OPPORTUNITY

Explore a career at GDIT and grow alongside colleagues committed to delivering mission-focused results.

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