Service Desk Manager

Service Desk Manager

Seize your opportunity to make a personal impact as a Service Desk Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Service Desk Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on a Manager joining our team to 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.

How A Service Desk Manager Will Make An Impact:

• Provide program support as a Service Desk Manager
• Responsible for the daily operations and supervision of a Service Desk team of 50-100 Service Desk Technicians and SMEs
• Manage the daily activities of the assigned team
• Responsible for developing and motivating staff while promoting teamwork
• Work with the Quality Team to address quality issues and improve performance
• Generated and analyze data from ITSM tools and develop action plans to ensure daily performance metrics are in line with performance SLAs
• Provide direction to staff members regarding operational issues
• Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365
• Perform technician activities when necessary
• Work with SMEs (training, quality, knowledge management, etc.) to recommend improvements
• Promote teamwork and skill sharing between other groups and the Service Desk teams
• Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
• Responsible for meeting and communicating program milestones and deliverables.
• Develop and maintain project plans and schedules.

What You'll Need To Succeed:

• 10 or more years of prior relevant experience managing and leading a team of 50-100 personnel
• 5 or more years of experience related to quality performance of ITSM services
• Experience leading and managing large cross-functional teams of similar size and scope as this requirement.
• Proven experience developing strategies to mitigate issues and risks
• ITIL v3 or ITIL4 and Security + Certifications.

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $125,528 - $169,832. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours: 40

Travel Required: Less than 10%

Telecommuting Options: Onsite

Work Location: USA DC Washington

Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a 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. To encourage work/life balance, GDIT offers employees 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. To ensure our employees are able to protect their income, other offerings such as 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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.