Scientific IT Service Desk Manager
GD Information Technology•Bethesda, MD
•Onsite
About The Position
GDIT is seeking a Scientific IT Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and and Blood Institute (NHLBI) at the National Institutes of Health.
Requirements
- Bachelor’s degree in a related field (preferred) or equivalent experience.
- At least three years of experience managing a multi‑tier IT service desk in research or scientific computing environments.
- Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.
- Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.
- Proficiency with IT service management (ITSM) platforms such as ServiceNow and familiarity with incident, problem, change, and configuration management.
- Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support.
- Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments.
Nice To Haves
- Experience leading technology modernization or service improvement initiatives in research‑intensive organizations.
- Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.
- Proven ability to build long‑term relationships with scientific stakeholders and translate research needs into IT support strategies.
- Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.
- Experience optimizing service desk operations through analytics, workflow automation, or ITIL‑aligned continuous improvement.
Responsibilities
- Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.
- Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.
- Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.
- Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.
- Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow.
- Coordinate with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high-quality support.
- Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments.
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
- Cutting-edge technology you can learn from
- Paid vacation
- 10 company-paid holidays
- Variety of medical plan options
- Dental plan options
- Vision plan
- Ability to contribute both pre and post-tax dollars to 401(k)
- Paid parental leave
- Paid military leave
- Paid bereavement leave
- Paid jury duty leave
- 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
Education Level
Associate degree
