NCIS Help Desk Manager - 2nd or 3rd Shift | Active TS/SCI clearance
About The Position
Transform technology into opportunity as a Help Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate. The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities. MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Manager, the work you’ll do at GDIT will be impactful to the mission of the NCIS ITD organization in Quantico, VA. This position is responsible for leading and managing a team of User Support Specialists, ensuring the efficient and effective delivery of IT support services across the organization.
Requirements
- Active TS/SCI clearance.
- 5 years of Help Desk management experience working in the IT field supporting systems and users.
- Demonstrated ability to communicate orally and in writing, and displays a positive customer service attitude.
- BS Degree in technical discipline. An additional 2 years of experience are required without a Degree.
- US Citizenship required
Nice To Haves
- Experience with ITIL is preferred.
Responsibilities
- Oversee the generation and management of service request and incident tickets, ensuring timely resolution and closure while maintaining accurate tracking of action items and referrals.
- Provide excellent customer service across all organizational levels, addressing technical issues related to hardware, software, network, system/application access, and telecommunications.
- Oversee the provision of phone support within organizational and industry standards and ensure the collection of relevant technical and personal information for effective escalation of incidents as required.
- Assigning and overseeing the installation and maintenance of end-user devices, including desktops, laptops, printers, peripherals, and mobile devices, ensuring proper functionality and security.
- Maintaining an up-to-date database of IT equipment.
- Oversee troubleshooting efforts conducted by the team, ensuring the effective consultation with users via phone, email, or self-service tickets.
- Leverage problem-solving skills to diagnose, identify, and analyze issues using standard operating procedures, established knowledge base, and historical data.
- Ensure appropriate escalation and routing of issues to specialists, monitoring follow-up, and verifying updates within the ticketing system.
- Identify recurring issues and notifying management of patterns.
- Foster collaboration between the support team, system/network administrators, and developers to resolve complex technical issues.
Benefits
- variety of medical plan options, some with Health Savings Accounts
- dental plan options
- a vision plan
- 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.
- full flex work weeks where possible
- a variety of 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 are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
