Desk-Side Support Regional Manager

Clearance Level
Interim Top Secret
Category
Help Desk
Location
Washington, District of Columbia

REQ#: RQ102100

Travel Required: Less than 10%
Requisition Type: Regular

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. 

We think. We act. We deliver. There is no challenge we can’t turn into an opportunity. And our work depends on a Desk-Side Support Regional Manager to providing leadership to the Desktop Team that provides Tier 1 – 3 support in multiple locations for our State Department customer in the Washington DC capitol Region. The location is Washington, DC. Some telecommuting is supported. 

At GDIT, people are our differentiator. In this role, a typical day will include: 

  • Provide guidance to the Desktop and Endpoint Teams for customer interactions
  • Monitor Incident and Problem ticket queues to ensure the Desktop team is meeting performance and satisfaction metrics
  • Develop and maintain customer satisfaction metrics and service level objectives (SLO)
  • Implement and promote customer service best practices
  • Provide oversight of deployments, updates and security patches of laptops and desktops
  • Provide oversight of customer ticket queue for users based out of this location and remotely
  • Coordinate and balance scheduling special projects with daily duties for desktop and endpoint technicians
  • Continuous desktop support process development and improvement
  • Supports development of direct staff members
  • Ensure there is Desktop Support coverage 24X7X365
  • Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review
  • Oversee 100% of the requests, incidents, and problems
  • Manages and coordinates urgent and complicated support issues
  • Act as escalation point for all requests and incidents
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
  • Train, coach, and mentor Desktop Support Specialists (Level 1 / 2) including career development
  • Oversee staff activities
  • Schedule employees working times and provide backup support. 
  • Interact with internal and external customers
  • Drive Ticket Deep Dive and develop strategies for improvement
  • Ensure Knowledge Base Articles are available for technicians to use
  • Provide productivity, service level, and key performance metrics in support of business objective
  • Advise management on situations that may require additional client support or escalation
  • Review survey feedback to improve services, tools and support experience
  • Cross-train other team members to provide backup support
  • Provide backup support for other team members

WHAT YOU’LL NEED:

  • BS/BA degree or High School / GED plus 8 years relevant experience
  • Four years working knowledge of End User Computing (Windows and Apple Laptops, etc.) and associated technologies
  • Four years face-to-face customer service experience
  • Experience in reviewing program documentation (i.e., Requirements, SLA’s, SOW)
  • Three years’ experience in direct employee management of high-performing teams
  • Ability to manage remote employees across multiple locations  
  • Must be able to obtain: Top Secret Clearance

DESIRED:

  • Experience with Microsoft Office Suite 
  • Experience with Microsoft Windows
  • Experience with ServiceNow ITSM
  • Service Desk experience
  • ITIL certification  

WHAT GDIT CAN OFFER YOU: 

  • Full-flex work week 
  • 401K with company match 
  • Challenging work that makes a real impact on the world around you 
  • Diverse, highly collaborative teams  

#OpportunityOwned #GDITCareers #GDITLife #WeareGDIT 

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Florida, Montana, Tennessee, Texas, or work outside of the United States may be excluded from this requirement.

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.