IT Helpdesk - Desk Side Support Manager

Clearance Level
Help Desk
Washington, District of Columbia

REQ#: RQ137246

Travel Required: None
Requisition Type: Regular
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 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 6 years of experience in leading and managing a team of IT Deskside Support technicians.
  • Must have demonstrated experience managing staff of 10+ 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

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.