Service Desk Manager

Clearance Level
Help Desk
Washington, District of Columbia

REQ#: RQ56591

Travel Required: Less than 10%
Public Trust: NACLC (T3)
Requisition Type: Regular

THIS POSITION IS NOT YET FUNDED.The program is an Enterprise Service Center that provides comprehensive service management, operations and reporting capabilities. The overarching philosophy of the ESC is as a one-stop source for initiating and resolving all Service Requests (Request Fulfillment), developing and managing all related technology solutions, and continually enhancing the customer experience though continuous service improvement.

The GDIT Service Desk Manager will assist in managing the performance of service desk (Level 1) and desk side services (Level 2 and 3) to users in a dynamic forward leaning environment and take full ownership and accountability for ITIL Incident & Problem management processes, resolution coordination and client reporting. The key customer facing Service Desk Manager will be the client’s main GDIT point of contact for driving and reporting on all incident and problem management activities arising from the delivery of service desk (Level 1) and desk side (Level 2 and 3) services.

The ideal candidate interfaces and coordinates with the Levels 1/2/3 Service Desk, other resolving groups and Third-Party Suppliers for Incident and Problem Management Service activities and takes full ownership of end-to-end Incident and Problem Resolution.

Responsibilities and Duties:

  • Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process
  • Client and program point of contact for all Major Incidents
  • Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required
  • Responsible for the effective implementation of the ITIL processes Incident Management and “Problem Management” and carries out the respective reporting procedure.
  • Represent the first stage of incident escalation for levels 1/2/3
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Required Qualifications:

  • Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science
  • Seven or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
  • Certified ITIL® Foundation Level Certification
  • Experience in incident and problem management in Service Desk and Desk side support for at least 15,000 users, with a large number of locations (18+ CONUS and OCONUS desired)
  • Familiarity with service desk technologies including IT Service Management (prefer ServiceNow), Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)
  • Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.

Desired Qualifications:

  • Certified Project Management Professional (PMP)
  • Help Desk Institute or Service Desk Institute Service Operations Manager Certification.
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
  • Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.
  • Demonstrated experience with service desk technologies highlighted above
  • Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government..
  • Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.


Up to 5% travel may be required

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.