Help Desk Manager

2 weeks ago

Washington, Washington, D.C., United States General Dynamics Information Technology Full time
Job Title: Help Desk Manager

Join General Dynamics Information Technology (GDIT) as a Help Desk Manager and play a critical role in providing IT support services to the Legislative Branch of the U.S. Government. As a Help Desk Manager, you will be responsible for ensuring the success of the multi-channel Help Desk, supporting customer issues with IT hardware, software, and systems, and maintaining program service levels.

Key Responsibilities:
  • Assume responsibility for the success of the multi-channel Help Desk, supporting customer issues with IT hardware, software, and systems.
  • Maintain program service levels pertaining to response and resolution time frames.
  • Adhere to a formal change control process to ensure agreement on all objectives and tasks.
  • Adhere to the quality assurance plan for the program and all task orders.
Requirements:
  • Education: A bachelor's degree or equivalent years of experience in a relevant field is required.
  • Experience: At least eight (8) years of experience providing end-user support services, with four (4) years of experience managing a large, distributed team.
  • Security clearance level: All contract personnel must pass a United States Capitol Police background check and are required to be U.S. persons.
  • Skills and abilities: Experience delivering to 'white glove' service standards, using strong interpersonal skills, diplomacy, and tact.
What We Offer:
  • 401K with company match
  • Comprehensive health and wellness packages
  • Internal mobility team dedicated to helping you build your skills and own your career
  • Professional growth opportunities, including paid education and certifications
  • Cutting-edge technology you can learn from
  • Rest and recharge with paid vacation and 10 company-paid holidays

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