# Service Desk Manager

**Company**: GDIT
**Location**: Washington, DC
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $110,500 - $149,500
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Service-Deck-Manager_RQ225678?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e02de5a5-b2c

## Description

Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide.

At GDIT, people are our differentiator. As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment. Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth. When we succeed, you succeed,and together our best becomes better.

**Responsibilities:**

- Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment.

- Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States.

- Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery.

- Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians.

- Establish and enforce help desk processes, workflows, and security protocols required for classified operations.

- Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment.

- Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency.

- Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow.

- Coordinate service restoration activities to return IT services to normal operation as quickly as possible.

- Report significant system issues or operational concerns to upper management to ensure visibility and timely response.

- Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds.

- Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency.

**Requirements:**

- Required Experience: 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 or DOE Q.

- Citizenship: Must be a U.S. citizen.

- ServiceNow experience.

- Excellent customer service skills including experience supporting C-Suite and other VIP levels.

- Location: Full-time, on-site at customer location in Washington, DC.

**Benefits:**

- Comprehensive benefits and wellness packages.

- 401K with company match.

- Competitive pay and paid time off.

- Full flex work weeks where possible.

- Paid parental, military, bereavement, and jury duty leave.

- Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

## Skills

### Required
- Problem Management
- Service Level Agreement (SLA)
- Technical Issues
- CompTIA Security+
- ServiceNow

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Service-Deck-Manager_RQ225678?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)