Help Desk Manager

General Dynamics Information Technology • Tampa, FL

6d • Onsite

About The Position

GDIT is hiring a Help Desk Manager to oversee frontline IT support and help ensure fast resolutions and consistent service quality across the program. The role provides day-to-day supervision and guidance to the help desk team and collaborates across functions to deliver timely support across offices. The manager works to improve resolution times, customer satisfaction, and service consistency. The position is onsite in Tampa, Florida, requires a Top Secret/SCI clearance with polygraph, and involves less than 10% travel.

Requirements

• Bachelor of Arts or Bachelor of Science degree.
• At least 5 years of related experience.
• Proficiency with ITSM tools and ITIL.
• Strong Windows, networking, and identity management skills.
• Reporting skills for SLA and trend analysis.
• Strong written and verbal communication skills.
• Ability to set, track, and improve SLAs.
• Continuous improvement mindset.
• Experience with ServiceNow or similar ITSM platforms and monitoring tools such as SolarWinds, Splunk, or Microsoft SCOM.
• Top Secret/SCI clearance with polygraph.
• U.S. citizenship required.
• Some travel required.

Responsibilities

• Lead, manage, and support the help desk team through day-to-day supervision and guidance.
• Collaborate cross-functionally to ensure consistent, timely support across offices.
• Improve help desk resolution times, customer satisfaction, and process consistency.
• Set, track, and improve service level agreements (SLAs).
• Use ITSM platforms and monitoring tools to support alert management, incident tracking, and escalation procedures.
• Perform Windows and Active Directory administration.
• Produce reports and analyze SLA performance and trends.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) with company match.
• Competitive pay.
• Paid time off, including vacation, sick and personal time, holidays, parental, military, bereavement, and jury duty leave.
• Medical plan options, some with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• Short- and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager