Help Desk Manager

Transform technology into opportunity as a Service Desk Operations Manager with General Dynamics Information Technology (GDIT). In this critical role, you will oversee a team of dedicated service desk technicians to ensure exceptional service delivery to our valued government customers. Partnering closely with the Service Delivery Manager, you will help operate and maintain a dynamic, 24x7x365 Technical Service Desk while driving effective team performance, streamlining processes, and delivering innovative solutions.

At GDIT, you’ll not only make a meaningful impact but also stay at the forefront of service desk management by cultivating efficiency, supporting technical excellence, and improving how government agencies operate.

How You’ll Make an Impact:

• Lead and manage multiple teams of service desk personnel to deliver exceptional customer service, efficiency, and technical expertise in resolving IT issues
• Motivate, coach, develop, and mentor staff, ensuring performance objectives are consistently met or exceeded
• Collect, interpret, and analyze data to identify trends and insights, informing process improvements and strategic decisions
• Oversee the day-to-day delivery of services while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and industry standards
• Clearly document and maintain operational processes and procedures to ensure team alignment and compliance
• Proactively identify customer service trends and partner with cross-functional teams to develop and implement best practices, driving continuous service improvements
• Serve as the liaison for onsite operations interactions with government customers, fostering strong relationships and coordinating directly with team supervisors and stakeholders
• Split on-site work across two locations: Washington, D.C. and Beltsville, MD
• Requires annual travel to satellite location(s)

What You’ll Need to Succeed:

• Bachelor’s degree (BA/BS) or equivalent experience; AND
• Five or more years of relevant IT management or service delivery experience
• Demonstrated experience using Active Directory and ServiceNow
• ITIL Foundations Certification (must be able to obtain within 180 days) with an ability to pursue higher ITIL-level certifications when needed
• Active Secret clearance with an ability to obtain Top Secret Clearance as needed
• US Citizenship

Preferred Skills and Qualities:

• Strong interpersonal, leadership, and team-building capabilities
• Demonstrated problem-solving skills with an analytical mindset to optimize team workflows
• Experience in managing service desk performance in a 24x7x365 environment
• Proven ability to collaborate cross-functionally to address challenges and implement efficient solutions
• Ability to effectively communicate strategies, initiatives, and results to both technical and non-technical audiences