General Dynamics Information Technology
Service Desk Manager
General Dynamics Information Technology, Washington, District of Columbia, us, 20022
Type of Requisition:
RegularClearance Level Must Currently Possess:
NoneClearance Level Must Be Able to Obtain:
NoneSuitability:Public Trust/Other Required:
NACI (T1)Job Family:
Business OperationsJob Qualifications:Skills:
Help Desk Operations, People Management, Service Desk ManagementCertifications:Experience:
10 + years of related experienceUS Citizenship Required:
NoJob Description:Transform technology into opportunity as a Service Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.As a Service Desk Manager supporting one of the U.S. Government's premier Agencies, you will lead our technical support team, ensure timely and accurate customer service, recruit and train team members, and establish customer service standards.The Service Desk Manager / End User Services Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. Strong communication skills and leadership skills are essential, along with the ability to troubleshoot complex technical issues efficiently.HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT:The IT Services Service Desk is the central point of contact for IT queries from our customers.Set the standard of behavior for customer engagement, playing a key customer advocacy role.Develop and deliver services that support customer needs and inform IT Services objectives.Lead a team that acts as customer champions, offering specialist advice and support on IT-related issues while providing exceptional service.Manage a team of Service Desk Analysts, ensuring the effectiveness of service provision and meeting targets.Work closely with Service Managers and Senior Service Desk Analysts to drive service improvements.Ensure effective management of all incidents and service requests through various communication channels.Develop effective working relationships within IT Services to deliver a consistent, high-quality service.WHAT YOU’LL NEED TO SUCCEED:Education: Bachelor of Arts/Bachelor of Science or equivalent experience.Experience: 10+ years of experience, particularly supporting large-scale U.S. Federal Government agencies is highly desired.Technical Skills:10+ years of general management experience.8+ years of leading a team.8+ years of experience managing multiple priorities.6+ years of experience communicating with executives and business stakeholders.6+ years of experience with data-driven decision-making.10+ years of experience with SLA conformance, user satisfaction, cost management, resource utilization.Security clearance level: Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process.Location:
On Customer SiteTimeline:
This is a contingent posting, expected to start in January, 2025.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.Scheduled Weekly Hours:
40Travel Required:
Less than 10%Telecommuting Options:
OnsiteWork Location:
USA DC WashingtonTotal Rewards at GDIT:
Our benefits package includes a variety of medical plan options, dental plan options, a vision plan, and a 401(k) plan. We offer full flex work weeks and various paid time off plans. We regularly review our Total Rewards package to ensure our offerings are competitive.We are GDIT. A global technology and professional services company that delivers consulting, technology, and mission services to every major agency across the U.S. government. GDIT is an Equal Opportunity/Affirmative Action employer.
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RegularClearance Level Must Currently Possess:
NoneClearance Level Must Be Able to Obtain:
NoneSuitability:Public Trust/Other Required:
NACI (T1)Job Family:
Business OperationsJob Qualifications:Skills:
Help Desk Operations, People Management, Service Desk ManagementCertifications:Experience:
10 + years of related experienceUS Citizenship Required:
NoJob Description:Transform technology into opportunity as a Service Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.As a Service Desk Manager supporting one of the U.S. Government's premier Agencies, you will lead our technical support team, ensure timely and accurate customer service, recruit and train team members, and establish customer service standards.The Service Desk Manager / End User Services Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. Strong communication skills and leadership skills are essential, along with the ability to troubleshoot complex technical issues efficiently.HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT:The IT Services Service Desk is the central point of contact for IT queries from our customers.Set the standard of behavior for customer engagement, playing a key customer advocacy role.Develop and deliver services that support customer needs and inform IT Services objectives.Lead a team that acts as customer champions, offering specialist advice and support on IT-related issues while providing exceptional service.Manage a team of Service Desk Analysts, ensuring the effectiveness of service provision and meeting targets.Work closely with Service Managers and Senior Service Desk Analysts to drive service improvements.Ensure effective management of all incidents and service requests through various communication channels.Develop effective working relationships within IT Services to deliver a consistent, high-quality service.WHAT YOU’LL NEED TO SUCCEED:Education: Bachelor of Arts/Bachelor of Science or equivalent experience.Experience: 10+ years of experience, particularly supporting large-scale U.S. Federal Government agencies is highly desired.Technical Skills:10+ years of general management experience.8+ years of leading a team.8+ years of experience managing multiple priorities.6+ years of experience communicating with executives and business stakeholders.6+ years of experience with data-driven decision-making.10+ years of experience with SLA conformance, user satisfaction, cost management, resource utilization.Security clearance level: Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process.Location:
On Customer SiteTimeline:
This is a contingent posting, expected to start in January, 2025.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.Scheduled Weekly Hours:
40Travel Required:
Less than 10%Telecommuting Options:
OnsiteWork Location:
USA DC WashingtonTotal Rewards at GDIT:
Our benefits package includes a variety of medical plan options, dental plan options, a vision plan, and a 401(k) plan. We offer full flex work weeks and various paid time off plans. We regularly review our Total Rewards package to ensure our offerings are competitive.We are GDIT. A global technology and professional services company that delivers consulting, technology, and mission services to every major agency across the U.S. government. GDIT is an Equal Opportunity/Affirmative Action employer.
#J-18808-Ljbffr