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Help Desk Manager

2 months ago

Washington, Washington, D.C., United States General Dynamics Information Technology Full time
About the Role

We are seeking a highly skilled and experienced Help Desk Manager to join our team at General Dynamics Information Technology (GDIT). As a Help Desk Manager, you will play a critical role in ensuring the delivery of exceptional customer service to our clients.

Key Responsibilities
  • Lead a Team of IT Support Specialists: You will be responsible for managing a team of IT support specialists, providing guidance and direction to ensure the delivery of high-quality customer service.
  • Develop and Implement Customer Service Standards: You will work with our team to develop and implement customer service standards, ensuring that our clients receive the best possible service.
  • Manage IT Service Desk Operations: You will be responsible for managing the day-to-day operations of the IT service desk, ensuring that all incidents and service requests are resolved in a timely and efficient manner.
  • Collaborate with Cross-Functional Teams: You will work closely with cross-functional teams, including IT, customer service, and operations, to ensure that our clients receive seamless support.
  • Develop and Implement Process Improvements: You will work with our team to identify areas for process improvement and develop and implement changes to enhance the efficiency and effectiveness of our IT service desk operations.
Requirements
  • 5+ Years of Experience in IT Service Management: You will have a minimum of 5 years of experience in IT service management, with a proven track record of delivering exceptional customer service.
  • Leadership and Management Experience: You will have experience leading and managing teams, with a proven ability to motivate and inspire others.
  • Strong Communication and Interpersonal Skills: You will have excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues.
  • Technical Skills: You will have a strong understanding of IT service management principles and practices, with experience working with IT service management tools and technologies.
What We Offer
  • Competitive Salary and Benefits Package: We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • Opportunities for Professional Growth and Development: We offer opportunities for professional growth and development, including training and education programs, mentorship, and career advancement opportunities.
  • Collaborative and Dynamic Work Environment: We offer a collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service.