Help Desk Manager

Clearance Level
Top Secret
Category
Help Desk
Locations
Washington, District of Columbia
Beltsville, Maryland

REQ#: RQ128220

Travel Required: None
Requisition Type: Regular

Transform technology into opportunity as a Help Desk Manager with General Dynamics Information Technology. A career in enterprise IT means working with a dedicated team of specialized service desk technicians, interfacing with our government customer on a daily/weekly basis and providing direct assistance to Service Delivery Manager in operating and maintaining a diverse 24x7x365 Technical Service Desk.. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

HOW THE HELP DESK MANAGER WILL MAKE AN IMPACT:

  • Lead and manage multiple teams to deliver exceptional customer service, efficiency, and technical aptitude
  • Motivate, coach, develop and mentor a team of professionals to prepare action plans to meet and/or exceed performance objectives
  • Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions
  • Manage day to day delivery of services and ensure team commitment to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) using industry standards and repeatable processes including an ITIL framework
  • Ensure all operational processes and procedures are clearly documented and maintained
  • Identify customer service trends and collaborate with other functional areas to develop and implement best practices and service improvements to deliver business value
  • Perform market research to stay abreast of the competitive landscape, and provide input to strategic planning
  • Assist with the development of Basis of Estimates (BOE) in support of proposals and other business development initiatives

WHAT YOU’LL NEED TO SUCCEED:

  • BA/BS or equivalent
  • Five or more years of related experience
  • ITIL Foundations Certification
  • Top Secret Clearance

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


About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.