Tier II Help Desk Manager

TIER II HELP DESK MANAGER

Seize your opportunity to make a personal impact as a Tier II Help Desk Manager supporting the National Institute for Health (NIH). GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. Our work depends on a Tier II Help Desk Manager joining our team. As the Tier II Help Desk Manager, you will manage all activities related to the staffing and operation of an IT help desk.

HOW A TIER II HELP DESK MANAGER WILL MAKE AN IMPACT:

• Plan, prioritize, and schedule help desk activities to ensure continuity of service.
• Manage SLOs and SLAs
• Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
• Analyze help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.

• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored.
• Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine.
• Evaluate Help Desk Systems and Processes for efficiencies and recommend improvements, as needed.
• Respond to more complex, escalated enquiries from team members.

WHAT YOU’LL NEED TO SUCCEED:

Required Skills & Abilities:

• Bachelors degree in a technical or related field.
• Five (5) plus years of relevant Tier 2 support management experience in the federal/agency space.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).  
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Working knowledge and experience with IT service management systems such as ServiceNow.
• Must have active IT management certification such as ITIL Intermediate, CCMP, CAPM, etc.
• Excellent verbal and communication skills with the demonstrative ability to work with all levels within the organization.
• Ability to perform independently and under pressure of time constraints with the proven ability to manage multiple projects simultaneously.
• Possess excellent interpersonal, written, and oral communication skills.
• Ability to understand technical vision and communicate it to both technical and non- technical parties.
• Experience implementing effective strategies to improve IT efficiency and organizational processes.

Security Clearance Level:

• Ability to obtain and maintain an NIH Public Trust clearance

Location:

• Bethesda, MD (Position is onsite with potential for hybrid work schedule)

GDIT IS YOUR PLACE:

• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities.
• Cutting-edge technology you can learn from.