Deskside Support Manager

Clearance Level
None
Category
Help Desk
Location
Washington, District of Columbia
Onsite Workplace
Key Skills For Success

Help Desk Operations

Information Technology (IT) Support

Technical Support

REQ#: RQ163416
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

The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. GDIT is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure.

Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC. Currently; we are seeking a Deskside Support Manager in Washington, D.C. This manager-level position requires periodic night and weekend work to ensure the success of the Deskside Support operation.

The selected candidate must be a US Citizen (without any dual citizenships) and able to obtain a Public Trust Suitability clearance, per contract requirements.

Since 1934 the SEC has been restoring and ensuring investor confidence in our capital markets by providing investors and the markets with more reliable information and clear rules of honest dealing. Are you ready to do your part and support all Americans in this mission?

To qualify, you must meet these basic qualifications:

  • Must have a minimum of 10 years of total experience, with 5 years in leading and managing IT Support teams of 25 technicians or more.

  • Must have demonstrated experience managing staff of using metrics to drive performance.

  • Serve as point of contact/escalation for the customer.

  • Communicate customer risk and concerns to team leaders and upper management.

  • Must have experience managing teams and technologies that span across all end-user hardware and software.

  • Create SOP and documentation for the customer as requested.

  • Manage assets of all existing IT equipment.

  • Maintain a strong relationship with the SEC IT Service Desk.

  • Provides timely responses to client and management requests.

  • Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations.

  • Provide status updates on such requests on a regular basis.

  • Assist with IT Asset Management responsibilities, which include updating and modifying asset records. ·    

  • Must strive for 100% SLA compliance

  • Experience managing geographically dispersed staff.

  • Team player with good communication, organizational, and strong interpersonal skills. - Able to prioritize and drive to results with a high emphasis on quality

  • Experience using IT Service Management software (ServiceNow) 

  • Ability to lift and move equipment 40lbs.+

  • Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email. - ITIL Certification.

It would be great if you also had: - ITIL Foundations v2 or v3, ITIL Intermediate Service Operations

Work Requirements
Years of Experience

10 + years of related experience

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

Certification

Travel Required

None

Citizenship

U.S. Citizenship Required

Salary and Benefit Information

The likely salary range for this position is $102,000 - $138,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.

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.