Regional Deskside Support Manager - Clearance Required

General Dynamics Information Technology • Washington, DC

7d • Onsite

About The Position

Regional Desktop Support Manager The Regional Desktop Support Manager provides leadership and operational oversight for Desktop Support Services within an assigned geographic region, delivering Tier 2 endpoint and deskside support to Department of State users. This role is responsible for ensuring consistent service delivery, operational excellence, and customer satisfaction across all supported sites within the region, while aligning execution with program objectives and ITIL best practices. The Regional Desktop Support Manager serves as the primary operational leader for their region, translating enterprise strategy into day-to-day execution, managing staff performance, and coordinating closely with peer managers and service teams to support mission-critical operations.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Minimum of 8–10 years of IT experience, including 3–5 years in a supervisory or management role within an IT service delivery environment
• Experience supporting large enterprise or government IT programs strongly preferred
• ITIL 4 certification required
• Skills: Continuous Improvement, Customer Satisfaction, Leadership, Planning, Troubleshooting
• US Citizenship Required
• Clearance Level Must Currently Possess: Interim Secret
• Clearance Level Must Be Able to Obtain: Top Secret

Nice To Haves

• additional certifications (CompTIA, PMP, SAFe, or similar) preferred

Responsibilities

• Lead and oversee daily deskside support operations across assigned locations, ensuring incidents, service requests, and escalations are resolved efficiently and in accordance with service level agreements (SLAs) and performance targets.
• Directly manage team leads and technicians within the region. Set clear expectations, reinforce standards, and foster a culture of accountability, professionalism, and customer service excellence.
• Ensure regional compliance with established policies, SOPs, and ITIL 4-aligned processes. Provide feedback to DSS leadership on process effectiveness and regional execution challenges.
• Monitor regional KPIs, workload distribution, staffing levels, and operational trends. Provide accurate reporting and actionable insights to the Deputy DSS Manager and DSS Manager.
• Serve as the primary point of contact for regional stakeholders, site leadership, and facilities partners. Coordinate closely with IT Mart, Citrix, Supply Chain Management, Refresh, and Mobile/Remote Support teams to ensure seamless service delivery.
• Act as the first level of management escalation for regional operational issues. Identify risks, resource constraints, and service impacts, and proactively communicate mitigation strategies to leadership.
• Ensure regional staff complete required technical, security, and compliance training. Support onboarding, cross-training, mentoring, and professional development for team members.
• Identify opportunities to improve regional efficiency, service quality, and customer experience. Participate in initiatives focused on queue optimization, automation, capacity management, and process improvement.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level