Help Desk Manager

General Dynamics Information Technology • Washington, DC

9d • $107,744 - $132,250 • Onsite

About The Position

Transform technology into opportunity as a Service Desk Operations Manager with General Dynamics Information Technology (GDIT). In this critical role, you will oversee a team of dedicated service desk technicians to ensure exceptional service delivery to our valued government customers. Partnering closely with the Service Delivery Manager, you will help operate and maintain a dynamic, 24x7x365 Technical Service Desk while driving effective team performance, streamlining processes, and delivering innovative solutions. At GDIT, you’ll not only make a meaningful impact but also stay at the forefront of service desk management by cultivating efficiency, supporting technical excellence, and improving how government agencies operate.

Requirements

• Bachelor’s degree (BA/BS) or equivalent experience; AND
• Five or more years of relevant IT management or service delivery experience
• Demonstrated experience using Active Directory and ServiceNow
• ITIL Foundations Certification (must be able to obtain within 180 days) with an ability to pursue higher ITIL-level certifications when needed
• Active Secret clearance with an ability to obtain Top Secret Clearance as needed
• US Citizenship
• Skills: Operations Processes, Process Improvements, Service Level Agreement (SLA)
• Experience: 9 + years of related experience

Nice To Haves

• Strong interpersonal, leadership, and team-building capabilities
• Demonstrated problem-solving skills with an analytical mindset to optimize team workflows
• Experience in managing service desk performance in a 24x7x365 environment
• Proven ability to collaborate cross-functionally to address challenges and implement efficient solutions
• Ability to effectively communicate strategies, initiatives, and results to both technical and non-technical audiences

Responsibilities

• Lead and manage multiple teams of service desk personnel to deliver exceptional customer service, efficiency, and technical expertise in resolving IT issues
• Motivate, coach, develop, and mentor staff, ensuring performance objectives are consistently met or exceeded
• Collect, interpret, and analyze data to identify trends and insights, informing process improvements and strategic decisions
• Oversee the day-to-day delivery of services while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and industry standards
• Clearly document and maintain operational processes and procedures to ensure team alignment and compliance
• Proactively identify customer service trends and partner with cross-functional teams to develop and implement best practices, driving continuous service improvements
• Serve as the liaison for onsite operations interactions with government customers, fostering strong relationships and coordinating directly with team supervisors and stakeholders
• Split on-site work across two locations: Washington, D.C. and Beltsville, MD
• Requires annual travel to satellite location(s)

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees