Service Desk Manager

General Dynamics Information Technology • Arlington, VA

4d • $111,155 - $150,385 • Onsite

About The Position

GDIT is seeking a Service Desk Manager to supervise a mid-sized team focused on service desk operations. The role involves managing a complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement. Candidate will act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.

Requirements

• 10+ years of experience leading 25+ team members
• ServiceNow experience required
• ITIL 4 or ITIL 5 Managing Professional (MP) or Strategic Leader (SL) and a current HDI certification is required by the customer to be considered for this role.
• Previous experience supporting large-scale government customers with thousands of end-users
• U.S. Citizenship and a background investigation are required; you must have a current clean financial background.
• Must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

Nice To Haves

• Continuous Improvement
• Problem Resolution
• Technical Issues

Responsibilities

• Lead help-desk operations and provide guidance to technicians
• Manage a team of help-desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems.
• Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately.
• Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies.
• Plan, prioritize, and coordinate help-desk activities to maximize resolution rates and minimize downtime.
• Develop and implement training programs to enhance technician skills and improve customer service outcomes.
• Troubleshoots complex issues and provides incident resolution for all related incidents requiring escalated support or subject matter enterprise within end user hardware and software, to include end user equipment, local and network printers, HDD, and removable media encryption.
• Analyze help-desk performance metrics and identify opportunities for process optimization and tool enhancements.
• Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services.
• Simulate or replicate user-reported problems to identify root causes and implement effective solutions.
• Recommend system and workflow improvements to reduce recurring issues and improve overall user experience.
• Responsible for contractual service levels and to ensure timelines are met to customer satisfaction.

Benefits

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace
• variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and 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 and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed