Help Desk Manager

General Dynamics Information Technology

2d•$72,877 - $98,599•Onsite

About The Position

Help Desk Manager – TS/SCI Required Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Help Desk Manager with for a career where your growth is just as important as the mission you support. MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Manager, the work you’ll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM). Lead/Deliver: Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues. Collaborate: Work alongside support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements. Innovate: Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency.

Requirements

Associate’s degree
7+ years of related experience
Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration.
Experience with Active Directory functions (e.g., unlocking accounts, creating accounts).
Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration.
Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred.
Working knowledge of network operations (NOSC) and related support processes.
Security clearance level: TS/SCI
US citizenship required
Required Certification(s): DoW 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
IAT II 8570/8140 Baseline Certification Security+ or equivalent
Computing Env: Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.)
On customer site daily support
Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
Travel may be required to support the mission

Responsibilities

Manage all activities related to the staffing, operation, and performance of an enterprise help desk.
Develop schedules, prioritize tasks, and ensure continuity of service delivery.
Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services.
Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements.
Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively.
Evaluate help desk systems and recommend efficiencies or enhancements as needed.
Resolve escalated inquiries and more complex technical issues.
Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests.
Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations.
Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed.
Provide support for implementation, troubleshooting, and maintenance of IT systems.
Manage IT system infrastructure and related processes, ensuring consistent operational reliability.
Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices.
Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation.
Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues.
Document incidents and their solutions in an incident database.

Benefits

Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Full flex work weeks where possible
Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

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