Tier II Deskside Manager
About The Position
Seize your opportunity to make a personal impact as a Tier II Deskside Manager supporting the National Institutes of Health (NIH). At GDIT, people are our differentiators—your leadership will help deliver exceptional endpoint support to one of the world’s premier scientific and research institutions. As the Tier II Deskside Manager, you will oversee all activities related to the staffing, operations, and performance of the deskside support team. You will drive continuous improvement, ensure service excellence, and support a dynamic, fast‑paced environment where technology directly enables scientific discovery. ABOUT THE TEAM The Deskside Support Team provides comprehensive endpoint support across NIH, covering: • Desktop and laptop systems running Windows 11, Apple macOS, and Linux/UNIX • Mobile devices including iOS and Android tablets and smartphones Operating in NIH’s digitally driven scientific environment, the team relies on a suite of tools and technologies that streamline workflows, support real‑time collaboration, and enhance user experience. These tools enable effective ticket management, automated processes, and rapid response to user needs while supporting enterprise‑level service delivery.
Requirements
- Bachelor’s degree in a technical or related field.
- More than 5 years of IT experience with an active IT management certification (ITIL Intermediate, CCMP, CAPM, or comparable).
- Demonstrated ability to lead technical teams in a fast‑paced environment.
- Excellent verbal and written communication skills, with the ability to work effectively with all organizational levels.
- Strong organizational skills and the ability to manage multiple tasks, projects, and priorities under time constraints.
- Ability to understand technical concepts and communicate them clearly to both technical and non‑technical audiences.
- Experience developing and implementing strategies that improve IT efficiency, user satisfaction, or operational performance.
- Familiarity with SDLC and Agile methodologies.
- Hands‑on experience with ITSM platforms such as ServiceNow.
- Strong experience supporting macOS environments.
- Must be able to obtain and maintain an NIH Public Trust clearance.
Nice To Haves
- Help Desk Management
- IT Help Desk
- ServiceNow Incident Management
- SLA Management
- Certifications: None
- US Citizenship Required: No
Responsibilities
- Plan, prioritize, and schedule deskside support activities to ensure continuous, consistent, and high‑quality service delivery.
- Manage and report on SLAs and SLOs, ensuring performance targets are achieved or exceeded.
- Provide leadership, coaching, and guidance to deskside technicians; promote a culture of accountability, teamwork, and customer‑first service.
- Analyze incident and request trends to identify recurring issues and recommend proactive solutions.
- Ensure staff appropriately document work, maintain asset and ticket data accuracy, and leverage ITSM tools effectively.
- Develop and maintain troubleshooting guides, knowledge articles, and operational playbooks to support repeatable, efficient service.
- Evaluate help desk processes and workflows for efficiency, recommending improvements and supporting implementation.
- Serve as the escalation point for complex technical issues, providing guidance and resolution support.
- Collaborate with cross‑functional IT teams to coordinate escalations, share insights, and improve end‑user experiences.
Benefits
- Comprehensive health and wellness packages.
- Internal mobility team dedicated to helping you own your career.
- Professional growth opportunities.
- Cutting-edge technology you can learn from.
- 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
