IT Service Desk Manager

Secure and expertly apply the latest technologies to advance the mission as an IT Service Desk Manager with GDIT. Your work in enterprise IT will help our clients overcome evolving demands and missions. Own the opportunity to build your skills and accelerate digital modernization for our clients as you accelerate your career.

At GDIT, people are our differentiator. As an IT Service Desk Manager supporting the Defense Health Agency (DHA) in Falls Church, VA, you will help ensure today is safe and tomorrow is smarter. Our work depends on an IT Service Desk Manager joining our team to manage on-site and remote support for the full range of Enterprise office automation and IT services at the Defense Health Headquarters (DHHQ) and surrounding offices on the DHA networks.  

HOW THE IT SERVICE DESK MANAGER WILL MAKE AN IMPACT

• Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians.
• Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
• Assist computer users with hardware and software questions and problems.
• This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
• Use independent thinking to achieve complex tasks with little to no supervision.
• May supervise others.
• Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base.
• Use your ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support at the DHA.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Master’s Degree or equivalency

• Experience:

• Master’s Degree and eight (8) years of experience or
• Bachelor’s degree and ten (10) years of experience or
• HS Diploma and twelve (12) years of experience

• Certifications:

• IAT II and 8570.01-M CE to include one of the following-
  • Security+ CE, CND, GSEC, GICP, CySA+, CCNA Security, SSCP or CYSA

• Technical skills: ServiceNow, ITIL v4, SLA/OLA management, Knowledge Base Management, Service Delivery, Continuous Improvement

• Security clearance level: Secret

• Skills and abilities:

• Strong leadership and communications skills.
• Experience briefing Federal and DoD executive leadership.  
• Senior level experience supporting DoD missions. 
• SLA/OLA management.  
• Knowledge base management.
• Service delivery.
• Continuous improvement.
• Thrives in a transparent and mission-focused environment.
• Strong team leadership and mentorship.

• Location: On Customer Site

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

#GDITHealth