Service Desk Manager

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.