Help Desk Manager - US Senate

Help Desk Manager 

Seize your opportunity to make a personal impact as the Help Desk Manager providing IT support services critical to the Legislative Branch of the U.S. Government. GDIT is your place to make meaningful contributions to challenging projects, build your skills, and grow a rewarding career.  

At GDIT, people are our differentiator. As the Help Desk Manager supporting the U.S. Senate Sergeant at Arms remotely and in Washington, D.C., you will help ensure today is safe and tomorrow is smarter. Our work depends on the Help Desk Manager joining our team to ensure Congress’ upper body has the IT support and resources it needs to serve the American public. 

HOW THE HELP DESK MANAGER WILL MAKE AN IMPACT 

• Assuming responsibility for the success of the multi-channel Help Desk supporting customer issues with IT hardware, software, and systems, including team performance improvement and managing ‘shift left’ activities; 

• Maintaining program service levels pertaining to response and resolution time frames; 

• Adhering to a formal change control process to ensure agreement on all objectives and tasks; and 

• Adhering to the quality assurance plan for the program and all task orders. 

WHAT YOU’LL NEED TO SUCCEED: 

• Education: A bachelor’s degree (or equivalent years of experience) in a relevant field is required; either a Help Desk Institute (HDI) certification or an ITIL 4 Foundation Certification is required. 

• Experience: at least eight (8) years of experience providing end-user support services. In addition, the Help Desk Manager will have four (4) years of experience managing a large, distributed team. Experience with ISO 9001 Quality Management Standards and ServiceNow. 

• Security clearance level: All contract personnel must pass a United States Capitol Police background check and are required to be U.S. persons 

• Skills and abilities: Experience delivering to ‘white glove’ service standards—including serving a large VIP population—using strong interpersonal skills, diplomacy, and tact. Ability to work atypical hours. 

• Location: Hybrid 

GDIT IS YOUR PLACE: 

• 401K with company match 

• Comprehensive health and wellness packages 

• Internal mobility team dedicated to helping you build your skills and 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 10 company-paid holidays  

#Hybrid #SENATE