Service Desk Program Manager - PMP ITIL and Active Top Secret required
Washington, District of Columbia
Seize your opportunity to make a personal impact as a Service Desk Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a Service Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Program Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
HOW A SERVICE DESK PROGRAM MANAGER WILL MAKE AN IMPACT
Provide program support as a Service Desk Supervisor
Supervise 45 Service Desk Technicians Tier 1 and 1.5.
Responsible for the daily operation of the Service Desk team
Manage the daily activities of the assigned team
Responsible for developing and motivating staff while promoting teamwork
Work with the Quality Team to address quality issues and improve performance
Use the JIRA ticketing system to capture data and generate reports
Review and act on daily performance metrics
Provide direction to staff members regarding operational issues
Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365
Perform agent activities when necessary - handle customer calls/web submits
Work with the Service Desk Trainer to recommend and create training opportunities
Promote teamwork and skill sharing between other groups and the Service Desk teams
Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
Responsible for meeting and communicating program milestones and deliverables.
Develops and maintains project plans and schedules.
WHAT YOU'LL NEED TO SUCCEED:
Education: Bachelor of Arts/Bachelor of Science
Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years' experience supervising Service Desk employees; experience leading people and managing cross-functional team; proven experience developing strategies to mitigate issues and risks; excellent leadership, decision-making, verbal/written communication, presentation, and interpersonal skills to effectively lead cross-functional teams in a fast-paced environment
Security Clearance Level: Active Top Secret with eligibility for SCI
Certification: ITIL v3 or ITIL v4 Certification and a Security+ and a PMP certification
Security Clearance Level: Active Top Secret
Location: Downtown DC; 100% onsite
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
Work Requirements
.cls-1{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px}
Years of Experience
10 + years of related experience
* may vary based on technical training, certification(s), or degree
.cls-2{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px}
Certification
Travel Required
10-25%
.cls-3{fill:none;stroke:#5d666f;stroke-miterlimit:10}
Citizenship
U.S. Citizenship Required
Salary and Benefit Information
The likely salary range for this position is $116,979 - $149,500. 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.
View information about benefits and our total rewards program.
About Our Work
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.
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.