IT Service Desk Manager

Falls Church, VA, United States

Req ID: RQ178664

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Secret

Public Trust/Other Required: NACLC (T3)

Job Family: Help Desk

Skills:

End User Support,Group Problem Solving,Information Technology (IT) Services,IT Service Desk,People Management

Certifications:

Security+, CE - CompTIA

Experience:

8 + years of related experience

Job Description:

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, 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

The likely salary range for this position is $88,275 - $115,000. 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.