IT Service Desk Manager

Req ID: RQ191040

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret

Public Trust/Other Required: None

Job Family: Information Systems Management

Skills:

IT Service Desk,People Management,ServiceNow Platform

Experience:

15 + years of related experience

US Citizenship Required:

Yes

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

#WeAreGDIT #GDITCareers #ITServiceDeskManager

The likely salary range for this position is $136,000 - $184,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.