IT Mart Manager

Clearance Level
Interim Top Secret
Category
Information Systems Management
Location
Washington, District of Columbia
Onsite Workplace
Key Skills For Success

Customer Service

Information Technology Infrastructure Library (ITIL)

Operations

People Management

Systems Management

REQ#: RQ167891
Requisition Type: Regular
Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

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 an IT Mart Manager to provide leadership to the IT Mart Team that provides Tier 1 – 2 support for our State Department customer in the Washington DC capitol Region. The IT Mart Manager leads a team of highly skilled systems administrators providing Tier 1-2 and walk-up support and account management services for Department of State customer. A change leader focused on continuous service improvement, the manager is responsible for assessing needs and employing industry best practices to identify opportunities to gain efficiencies and deliver outstanding customer service. Responsible for the employment, training, motivation and evaluation of assigned staff. May lead planning and policy development issues.


HOW AN IT MART MANAGER WILL MAKE AN IMPACT
-

-        Develop and maintain customer satisfaction metrics and service level objectives (SLO)

-        Manages assigned technical support staff in support of networked and stand-alone computer users and systems

-        Plans, prioritizes, and schedules IT Mart activities to ensure continuity of service

-        Trains, coaches and mentors IT Mart staff; including career development

-        Analyzes IT Mart activities and develop tools and process improvements to optimize service

-        Supervises staff in recognizing, identifying, isolating, and resolving problems with information systems products and services

-        Simulates or recreates user problems to resolve operating difficulties

-        Recommends systems modifications to reduce user problem

-        Implement and promote customer service best practices

-        Coordinate and balance scheduling special projects with daily duties for IT Mart technicians

-        Continuous IT Mart process development and improvement

-        Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review

-        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

WHAT YOU’LL NEED TO SUCCEED:
● Education: Bachelor of Arts/Bachelor of Science
● Required Experience: 5+ years of related experience
● Required Technical Skills:

- Systems Administration

- Desktop Support
● Security Clearance Level: Secret
● Location: On Customer Site
●US Citizenship Required

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

#GDITLife  #WeAreGDIT

Work Requirements
Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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.