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Desktop Services Director

2 months ago

Tampa, Florida, United States General Dynamics Information Technology Full time
Job Description

Job Summary:

General Dynamics Information Technology (GDIT) is seeking an experienced IT Operations Manager to lead all aspects of systems operations and engineering activities and projects for the USCENTCOM Information Technology Services (CITS) Program. The successful candidate will direct the management of overall customer interactions between the CCJ6 Technical Teams and the USCENTCOM Customer Base.

Key Responsibilities:

  • Manage overall customer interactions between the CCJ6 Technical Teams and the USCENTCOM Customer Base.
  • Provide subject matter expertise on improving theater and HQ enterprise IT Support Solutions provided to USCENTCOM through management of Tier 1 and 2 Technicians managing customer experience through the lifecycle of an IT Request or Incident for Customers.
  • Conduct IT project support for the Command through engagement and management of Desktop Services Team.
  • Manage OCONUS and CONUS Exercise IT Support for USCENTCOM.
  • Manage support to all USCENTCOM Customer base of over 5,000+ Users and 20,000 Systems across all operational networks.
  • Provide CITS Program Management Office with data points on customer service operations and capabilities.

Additional Responsibilities:

  • Directly support USCENTCOM Exercises through providing deployable kits and personnel to support technical requirements of USCENTCOM Customer.
  • Partner with the quality team to implement an effective quality management program that covers all elements of technical delivery to measure and provide insights into customer experience.
  • Manage the Deployment of USCENTCOM ThinOS Systems and patch and remediation of systems.
  • Engage with Cyber Governance Teams on client compliancy policies and remediation of non-compliant systems on the USCENTCOM Networks.
  • Maintain key customer relationships to support strategic tech insertion and lifecycle replacement of IT hardware for the entire IT Enterprise.

Requirements:

  • Bachelor's Degree with a focus in computer science, engineering, or a related field of study and at least 8 years of experience.
  • Applicable DoD 8140 or DoD 8570 Certification.
  • 5 years+ of progressive technical implementation, team leadership, and customer relationship experience.
  • Skilled in Project Management and Process Management.
  • Experience leading program execution of IT Customer Support Operations for a large Defense customer.
  • Experience in strategic planning, including contributing recommendations with supporting data and preparing and executing action plans.
  • Possess a minimum of 3 years of experience supporting high-level and Senior Government Executive customers with IT requirements.
  • Strong Understanding of Multi-Domain enterprise service management and understanding of capabilities of Thick and Thin Client Environments as well as a strong understanding of customer support in a hybrid environment.

Clearance Requirement:

Active TS/SCI

Travel Requirements:

Required USCENTCOM Exercise support of up to 10% Travel during the Year to OCONUS Locations