Service Desk Manager

Clearance Level
None
Category
Help Desk
Location
Washington, District of Columbia

REQ#: G2019-62177

Public Trust: None
Requisition Type: Regular

 

GDIT is seeking a Service Desk manager in support of the Pension Benefit Guarantee Corporation ITIOSS Contract.

 What General Dynamics Information Technology (GDIT), a leading provider of systems engineering, integration, IT service operations and support solutions, is seeking talented professionals to deliver valuable services and solutions to our customers.  GDIT has a great team consisting of experienced and knowledgeable managers who lead and support the career development objectives of our employees.  Our employees consider the company to be a solid partner in their career, with an abundance of opportunities for advancement. 

 

The Pension Benefit Guaranty Corporation (PBGC) protects the retirement income of more than 40 million American workers in nearly 24,000 private-sector defined benefit pension plans. A defined benefit plan provides a specified monthly benefit at retirement, often based on a combination of salary and years of service. PBGC was created by the Employee Retirement Income Security Act (ERISA) of 1974 to encourage the continuation and maintenance of private-sector defined benefit pension plans, provide timely and uninterrupted payment of pension benefits, and keep pension insurance premiums at a minimum. PBGC is not funded by general tax revenues. PBGC collects insurance premiums from employers that sponsor insured pension plans, earns money from investments and receives funds from pension plans it takes over. A department within PBGC's Office of Information Technology, the IT Infrastructure Operations Department (ITIOD) provides the mission-critical IT foundation for computing services used and procured by PBGC. PBGC cannot accomplish its mission without automated tools and business software. All other PBGC departments depend on this one for their IT support. PBGC's Common Security Controls under the IT Infrastructure Services General Support Systems (ITISGSS) are also provided by this department. ITIOD is comprised of approximately 40 PBGC FTE and approximately 150 contractors. ITIOD stakeholders include a dedicated PBGC staff of approximately 2,250 government and contracted personnel, 26,000 pension plan sponsors who pay premiums into the PGBC and over 1.5 million trusteed participants who, combined, receive over $5 billion dollars in benefits payments. 

 

 

Experience and Skills:

  • Minimum 8 years of experience in IT technical environment size and scope similar to PBGC IT
  • Minimum 5 years of experience as a Service Desk Manager in an environment similar to PBGC end-users' size 
  • Minimum 5 years of experience managing KPI, OLA and SLAs
  • Minimum 3 years of experience with ITSM tool such as HP Service Manager or ServiceNow
  • Minimum 3 years of experience and knowledge in training of Service Desk agents in managing customer expectation, customer service and effective technical

Certificates:

  • Help Desk Institute (HDI) Support Center Manager
  • Minimum ITIL V3 Foundation Level Certification

 

 

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Bachelor of Science (B.S.) degree would be a plus.

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" 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.