Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.
Job DescriptionSeize your opportunity to make a personal impact as a Service Desk Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a Service Desk Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on a Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT
Provide program support as a Service Desk Manager
Responsible for the daily operations and supervision of a Service Desk team of 50-100 Service Desk Technicians and SMEs
Manage the daily activities of the assigned team
Responsible for developing and motivating staff while promoting teamwork
Work with the Quality Team to address quality issues and improve performance
Generated and analyze data from ITSM tools and develop action plans to ensure daily performance metrics are in line with performance SLAs
Provide direction to staff members regarding operational issues
Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365
Perform technician activities when necessary
Work with SMEs (training, quality, knowledge management, etc.) to recommend improvements
Promote teamwork and skill sharing between other groups and the Service Desk teams
Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
Responsible for meeting and communicating program milestones and deliverables.
Develop and maintain project plans and schedules.
WHAT YOU’LL NEED TO SUCCEED:
10 or more years of prior relevant experience managing and leading a team of 50-100 personnel
5 or more years of experience related to quality performance of ITSM services
Experience leading and managing large cross-functional teams of similar size and scope as this requirement.
Proven experience developing strategies to mitigate issues and risks
ITIL v3 or ITIL4 and Security + Certifications.
GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays