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Service Desk Manager
4 months ago
Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Top Secret/SCI
Clearance Level Must Be Able to Obtain:
Top Secret/SCI
Suitability:
Public Trust/Other Required:
None
Job Family:
Information Systems Management
Job Qualifications:
**Skills**:Incident Management, Problem Management, Project Management
Certifications:
Security + - CompTIA
**Experience**:
5 + years of related experience
US Citizenship Required:
Yes
**Job Description**:
Seize your opportunity to make a personal impact as a Service Desk Manager managing a fast-paced Service Delivery team supporting multiple environments and locations. 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 Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on a Service Desk Manager joining our team to manage complex environments making impactful impacts.
HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT:
- Manages & optimizes the processes to restore normal service operation as quickly as possible to minimize the impact to business operations- Detect, correlate, and classify recurring Incidents as problems, conduct root cause analysis and problem review sessions with other stakeholders- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident & problem management process- Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required- Responsible for the effective implementation of the ITIL processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure.- Represent the first stage of incident escalation for levels 1/2/3- Monitor the incidents to ensure that the Service Level Agreement are respected- Identify, initiate, schedule and conduct incident reviews- Ensure the closure of all resolved and end-user confirmed Incident records- Drive continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
WHAT YOU’LL NEED TO SUCCEED:
Required Qualifications:
- BA/BS in Computer Science or in lieu of degree must have additional related experience and 5 years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment- Familiarity with service desk technologies including IT Service Management (prefer ServiceNow)- Strong client facing communication skills and experience in communicating with senior Government personnel, including agency executives.- Required clearance: TS/SCI clearance- U.S Citizenship is required due to TS/SCI clearance- Work location: on site in Newington VA 5 days a week. Not a remote/hybrid role.
Desired Qualifications:
- Help Desk Institute or Service Desk Institute Service Operations Manager Certification.- Experience delivering projects.- Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.- Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.- Demonstrated experience with service desk technologies highlighted above- Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.- Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.
WHAT GDIT CAN OFFER YOU:
- 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 and the ability to make a real impact on the world around you.
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OpportunityOwned
GDITCareers
GDITLife,
WeAreGDIT
ARMA
The likely salary range for this position is $116,979 - $143,750. 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.
Scheduled Weekly Hours:
40
Travel Required:
Less than 10%
Telecommuting Options:
Onsite
Work Location:
USA VA Newington
Additional Work Locations:
Total Rewards at GDIT:
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/
