Service Deck Manager

General Dynamics Information Technology•Washington, DC

7d•$110,500 - $149,500•Onsite

About The Position

Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide. At GDIT, people are our differentiator. As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment. Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth. When we succeed, you succeed—and together our best becomes better.

Requirements

BA/BS (or equivalent experience)
5+ years of experience
CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
Active Top Secret or DOE Q
Must be a U.S. citizen
BS/BA
ServiceNow experience
Excellent customer service skills including experience supporting C-Suite and other VIP levels

Nice To Haves

Problem Management
Service Level Agreement (SLA)
Technical Issues

Responsibilities

Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment.
Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States
Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery.
Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians.
Establish and enforce help desk processes, workflows, and security protocols required for classified operations.
Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment.
Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency.
Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow.
Coordinate service restoration activities to return IT services to normal operation as quickly as possible.
Report significant system issues or operational concerns to upper management to ensure visibility and timely response.
Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds.
Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency.

Benefits

AI-powered career tool that identifies career steps and learning opportunities
An internal mobility team focused on helping you achieve your career goals
Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
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.