Unclassified Help Desk Manager - Top Secret clearance

General Dynamics•Washington, DC

60d•Onsite

About The Position

GDIT has an amazing opportunity for a Unclassified Help Desk Manager to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation's capital. As a Unclassified Help Desk Manager, you are the foundation of our overall approach to executive IT support. You 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. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. The Unclassified Help Desk Manager oversees a team of help desk technicians supporting unclassified systems across the organization. This individual is responsible for managing, mentoring, and developing technical support staff to ensure high-quality service delivery. The manager will drive continuous improvement in help desk operations, streamline workflows, and ensure that support processes align with organizational goals and compliance standards. How an Unclassified Help Desk Manager Will Make an Impact: Act as the senior manager for unclassified help desk operations, providing leadership and guidance to technicians and newly promoted team leads. 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. 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. Scope: Supervises a small to mid-sized team focused on unclassified help desk operations. The role involves managing a moderately complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement.

Requirements

2 + years of related experience
US Citizenship Required
Active Top Secret with SCI Eligibility
Must be able to pass a basic English Language assessment test
CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting

Nice To Haves

BA/BS (or equivalent experience), 5+ years of experience
BS/BA Highly Desired

Responsibilities

Act as the senior manager for unclassified help desk operations, providing leadership and guidance to technicians and newly promoted team leads.
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.
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.