Description
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Manager and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.
As a Help Desk Manager, the work you’ll do at GDIT will be impactful to the mission. You will play a crucial role in frontline IT support running smoothly, driving quick resolutions and consistent service quality across the program.
Responsibilities:
- Lead/Manage/Support the help desk team, providing day-to-day supervision and guidance.
- Collaborate cross-functionally to ensure consistent, timely support across offices.
- Improve resolution times, customer satisfaction, and process consistency across the help desk.
- Experience with ServiceNow or similar ITSM platforms and monitoring tools such as SolarWinds, Splunk, or Microsoft SCOM, plus Windows and Active Directory administration including alert management, incident tracking and escalation procedures.
Requirements:
- Education: Bachelor of Arts/Bachelor of Science
- Experience: 5+ years of related experience
- Technical skills: Proficient with ITSM tools and ITIL, strong Windows, networking and identity management, and reporting skills for SLA and trend analysis
- Security clearance level: TS/SCI
- US citizenship required
- Role requirements: Strong ITIL and ITSM tool experience. Ability to set, track and improve SLAs. Strong written and verbal communication. Continuous improvement mindset. Some travel required.
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Full flex work weeks where possible
- Paid time off plans, including vacation, sick and personal time, holidays, 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