General Dynamics Information Technology
Service Desk Deputy Program Manager - Active Top Secret required
General Dynamics Information Technology, Washington, District of Columbia, us, 20022
Req ID:
RQ173788 Type of Requisition:
Regular Clearance Level Must Be Able to Obtain:
Top Secret/SCI Job Family:
Project/Task Management Skills: Deliverables Management Hiring Office Administration Experience:
10 + years of related experience US Citizenship Required:
Yes Job Description:
Seize your opportunity to make a personal impact as a Service Desk Deputy Program 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 Deputy Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on your 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 DEPUTY PROGRAM MANAGER WILL MAKE AN IMPACT
The Service Desk Deputy Program Manager will work closely with the Program Manager to support Service Desk operations and strategy. Responsibilities include, but are not limited to: Provide program support as a Service Desk Supervisor Supervise 45 Service Desk Technicians Tier 1 and 1.5 Responsible for the daily operation of the Service Desk team 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 Use the JIRA ticketing system to capture data and generate reports Review and act on daily performance metrics Provide direction to staff members regarding operational issues Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365 Perform agent activities when necessary – handle customer calls/web submits Work with the Service Desk Trainer to recommend and create training opportunities Promote teamwork and skill sharing between other groups and the Service Desk teams Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring WHAT YOU’LL NEED TO SUCCEED:
Education: Bachelor of Arts/Bachelor of Science Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years’ experience leading a Service Desk Security Clearance Level: Active Top Secret Certification: ITIL v3 or ITIL v4 Certification and a Security+ to start; PMP certification within 6 months of start Location: Downtown DC; 100% onsite Salary Range:
The likely salary range for this position is $110,500 - $149,500. 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. 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. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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RQ173788 Type of Requisition:
Regular Clearance Level Must Be Able to Obtain:
Top Secret/SCI Job Family:
Project/Task Management Skills: Deliverables Management Hiring Office Administration Experience:
10 + years of related experience US Citizenship Required:
Yes Job Description:
Seize your opportunity to make a personal impact as a Service Desk Deputy Program 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 Deputy Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on your 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 DEPUTY PROGRAM MANAGER WILL MAKE AN IMPACT
The Service Desk Deputy Program Manager will work closely with the Program Manager to support Service Desk operations and strategy. Responsibilities include, but are not limited to: Provide program support as a Service Desk Supervisor Supervise 45 Service Desk Technicians Tier 1 and 1.5 Responsible for the daily operation of the Service Desk team 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 Use the JIRA ticketing system to capture data and generate reports Review and act on daily performance metrics Provide direction to staff members regarding operational issues Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365 Perform agent activities when necessary – handle customer calls/web submits Work with the Service Desk Trainer to recommend and create training opportunities Promote teamwork and skill sharing between other groups and the Service Desk teams Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring WHAT YOU’LL NEED TO SUCCEED:
Education: Bachelor of Arts/Bachelor of Science Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years’ experience leading a Service Desk Security Clearance Level: Active Top Secret Certification: ITIL v3 or ITIL v4 Certification and a Security+ to start; PMP certification within 6 months of start Location: Downtown DC; 100% onsite Salary Range:
The likely salary range for this position is $110,500 - $149,500. 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. 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. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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