Lead Service Desk Manager
General Dynamics Information Technology•Bethesda, MD
•$140,250 - $189,750•Hybrid
About The Position
GDIT is seeking a Lead Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.
Requirements
- Bachelor’s degree in IT, management, or a related field.
- Minimum of 8 years of experience managing an IT service desk.
- Preferred experience in a biomedical research or healthcare setting.
- Knowledge of ITIL and customer service best practices.
- Strong leadership and communication skills.
- At least one Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager
- One or more of the following (or current equivalent): MTA: Microsoft Technology Associate, MCSA: Microsoft Certified Solutions Associate, MSCE: Microsoft Certified Solutions Expert, Apple Certified Support Professional, Certified Associate in Project Management
Responsibilities
- Overall management responsibility for Service Desk operations for contract NHLBI to include client interface, staff management, and act as an escalation point for end user concerns.
- Manage the NHLBI IT Service Desk, supporting approximately 2,200 staff and various computing devices.
- Oversee the tiered support model and ensure integration with NIH Service Desk and CIT.
- Maintain up-to-date systems documentation and SOPs.
- Ensure customer inquiries and issues are resolved promptly and efficiently.
- Responsibilities include managing the Tier 1 Service desk as well as Tier 2 desktop support teams, and Tier 3 desktop engineering team.
- Also responsible for managing the support activity for medical instrument controllers and conference room audio/visual equipment.
Benefits
- Full-flex work week
- 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
- Paid vacation
- 10 company-paid holidays
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
