Night Help Desk Manager - Top Secret clearance

GDIT has an amazing opportunity for a Night Help Desk Manager to lead our after-hours support teams. You will provide world-class IT service to our prestigious clientele at the highest levels of the federal government. As the Night Help Desk Manager, you are the cornerstone of our non-business hours operations, responsible for overseeing both classified and unclassified support environments. You will bring strong leadership and technical oversight to ensure that our commitment to excellence and rapid issue resolution continues 24/7. This is a critical role in a fast-paced environment that offers extensive options for career advancement.

Transform technology into opportunity as a Night Help Desk Manager with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you will ensure the seamless continuity of support services, leading the teams that keep critical systems running long after the business day has ended.

At GDIT, people are our differentiator. As a Night Help Desk Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on a dedicated leader joining our team to manage our weekday, non-business hours shifts, bringing professionalism and initiative to a dynamic and crucial support function.

·       Act as the senior manager for all non-business hours help desk operations, providing leadership and guidance to technicians and team leads across both classified and unclassified support tiers.

·       Manage the weekday, night-shift teams of help desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems in secure environments.

·       Ensure all shift teams utilize the appropriate tools and platforms to document, track, and resolve support requests efficiently and in compliance with security protocols.

·       Supervise night-shift technical support staff, ensuring consistent, high-quality service delivery and strict adherence to organizational policies.

·       Plan, prioritize, and coordinate all night-shift help desk activities to maximize resolution rates and ensure continuous, uninterrupted operations.

·       Develop and implement training programs to enhance technician skills for after-hours support, focusing on both technical proficiency and customer service excellence.

·       Analyze night-shift performance metrics to identify trends, report on after-hours operational effectiveness, and drive process optimization.

·       Guide staff in recognizing, diagnosing, and resolving complex technical issues across a wide range of classified and unclassified systems and services.

·       Simulate or replicate user-reported problems to identify root causes and implement effective, lasting solutions during off-peak hours.

·       Recommend system and workflow improvements tailored to the unique challenges of night-shift operations to reduce recurring issues and enhance the user experience.

Scope: Supervises multiple small to mid-sized teams responsible for all weekday, non-business hours help desk operations. The role involves managing a highly complex technical environment, encompassing both classified and unclassified systems, with an emphasis on operational continuity, stringent security compliance, and team leadership during critical after-hours periods.

WHAT YOU’LL NEED TO SUCCEED: 

• Required Experience: DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience

• Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting

• Security Clearance Level: Active Top Secret with SCI Eligibility 

• Required Skills and Abilities: Must be able to pass a basic English Language assessment test 

• Preferred Skills: BS/BA Highly Desired 

• Location: On Customer Site, Washington, District of Columbia – This service desk is 24/7/365, occasional shift work may be required.  

GDIT IS YOUR PLACE: 

• Flexible work schedule 

• 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