Deputy Service Desk Manager- TS/SCI with Poly

Clearance Level
Top Secret/SCI
Customer Service
Annapolis Junction, Maryland

REQ#: RQ86491

Travel Required: None
Requisition Type: Regular

Job Description Summary:

GDIT is looking for a Deputy Service Desk Manager who holds TS/SCI with poly for a full time position, located in Annapolis Junction, MD.

Program overview

GDIT will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position description

GDIT is looking for a Deputy Service Desk Manager in support of our Enterprise Service Operations Center (ESOC) program providing Tier 0, 1, and 2 support to the Defense Intelligence Agency (DIA). The Deputy Service Desk/Operations Manager will share responsibility for the Tier 0 & 1 teams, and be responsible for meeting Tier 1 Service Level Agreements with the Service Desk/Operations Manager.  Works with other department supervisors to promote a high morale environment and assist other functions of the service desk by flexing staff as needed. 

Essential job functions

  • Promotes a positive and respectful workplace
  • Lead, coach, and manage teams on a daily basis to improve customer service, efficiency and technical aptitude
  • Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs)
  • Supervises assigned staff, which may include subordinate supervisors, in support of networked and stand-alone computer users and systems
  • Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
  • Continually improve best practices and service desk processes to provide exceptional customer service and deliverables
  • Establishes and implements policies and procedures and ensures their conformance with information systems goals and company/customer objectives.
  • Studies and projects support resource requirements, including personnel, software, equipment, and facilities and makes recommendations to management.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.
  • Assists with interviewing potential new candidates for the ESOC contract 


* AA or equivalent + 6 yrs related experience (preferred)

* Active TS/SCI clearance required with poly

* Must hold technical certification to meet 8570 IAT II

* Supervisor or lead experience is desired

* Service Desk Management experience is desired

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.