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

Work Requirements