IT Service Desk Manager

Transform technology into opportunity as an IT Service Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As an IT Service Desk Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on IT Service Desk Manager joining our team to evolve the IT Service Desk for the Department of Energy, National Nuclear Security Administration.

HOW A 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.
• Supervises 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.
• Works with customers, other teams and vendors to ensure team success.

WHAT YOU’LL NEED TO SUCCEED:

Education:

• Masters of Science degree; OR in lieu of degree, an additional 2 years of relevant work experience is required

Required Experience:

• 15+ years of related professional work experience 

Required Technical Skills:

• Demonstrated hands-on experience with ServiceNow
• Demonstrated ability using ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support
• Demonstrated experience with SLA/OLA management, Knowledge Management. Service Delivery, Continuous Service Improvement, and Problem Management

Security Clearance Level:

• U.S. Citizenship Required
• Possess Q or TS level clearance (or their equivalency) with the ability to obtain a Q level clearance.
  • Must be eligible to obtain and maintain such clearance as a condition of employment

Required Skills and Abilities:

• Demonstrated ability assisting computer users with hardware and software questions and problems/issues
• Hands-on experience fielding telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems
• Effective administrative and organizational skills
• Effective people management skills
• Extensive knowledge of company policies, processes, and procedures - Understanding of company strategic goals and how they align to business operations

Preferred Certifications:

• ITIL/ITIL v4
• Project Management
• CCNA
• Security +

Location:

• This role requires to be on-site in Washington, D.C.

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 

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