Deskside Support Manager - Clearance Required

General Dynamics•Washington, DC

41d•Onsite

About The Position

The Deskside Support Manager is responsible for leading a team of IT professionals who deliver Tier 2 customer support and endpoint services to Department of State users across multiple locations. This position requires strong leadership, technical knowledge, and experience managing service delivery in accordance with ITIL best practices. The Deskside Support Manager ensures operational excellence, drives continuous improvement, and partners with other service and functional managers to maintain a high level of customer satisfaction.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Minimum of 8 years of IT experience, including 3+ years in a leadership or supervisory capacity within an IT service delivery environment.
ITIL 4 certification and/or CompTIA certifications (A+, Network+, Security+) required.
Skills: Continuous Improvement, Cost Effectiveness Analysis, Information Technology Infrastructure Library (ITIL), Microsoft Windows, Planning
US Citizenship Required
Clearance Level Must Currently Possess: Interim Secret
Clearance Level Must Be Able to Obtain: Top Secret

Nice To Haves

Experience managing service operations within a large enterprise or government program preferred.

Responsibilities

Lead and Supervise: Manage and mentor a team of deskside support technicians providing hands-on technical assistance, ensuring adherence to service level targets, and maintaining high-quality end-user support.
Operational Oversight: Monitor daily operations, manage workload distribution, and ensure timely resolution of incidents, requests, and escalations through ServiceNow or equivalent ITSM tools.
Process Management: Develop, implement, and enforce policies, procedures, and standard operating processes that align with ITIL 4 principles and organizational objectives.
Performance & Scheduling: Establish team schedules, monitor technician performance, and conduct regular reviews to ensure compliance with key performance indicators (KPIs).
Collaboration: Partner with other service areas-including Citrix, IT Mart, Supply Chain Management, and Mobile/Remote Support-to coordinate issue resolution and service delivery.
Continuous Improvement: Stay current on emerging technologies and industry best practices; identify opportunities to enhance efficiency, automation, and customer experience.
Vendor & Asset Coordination: Oversee vendor interactions, equipment ordering, and billing reconciliation to ensure timely and cost-effective service delivery.
Training & Development: Ensure all team members receive necessary technical and customer service training; promote professional development and certification attainment.

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.
We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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