Help Desk Program Manager

Seize your opportunity to make a personal impact as a Help Desk Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. This position demands a proven leader who can manage complex IT help desk operations, drive continuous process improvements, and deliver superior customer experience.

At GDIT, people are our differentiator. As a Help Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Program 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 HELP DESK PROGRAM MANAGER WILL MAKE AN IMPACT

• Oversee 24x7x365 operations of geographically dispersed help desks providing Tier 1 support.
• Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, timely onboarding/offboarding of contract staff, and career growth/coaching.
• Ensure quality performance in alignment with ITIL standards and service delivery metrics.
• Lead quality assurance efforts, ensuring performance objectives are met, operational events are communicated with after-action reporting, and First Contact Resolution (FCR) is maximized.
• Deliver accurate and timely reports, SOPs, and performance documentation to leadership.
• Incorporate government/customer feedback and direct outreach into ongoing service improvements.
• Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with contract and government requirements.
• Oversee training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.
• Drive continual service improvements, including trend analysis to reduce call/email volume and enhancements in customer experience and resource planning.
• Serve as the primary POC to the COR and senior government leadership to address strategy, operations, planning, etc.
• Provide technical and career coaching/mentoring to the team
• Use the JIRA ticketing system to capture data and generate reports
• Perform agent activities when necessary - handle customer calls/web submits
• Promote teamwork and skill sharing between other groups and the Help Desk teams
• Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
• Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
• Responsible for meeting and communicating program milestones and deliverables.
• Develops and maintains project plans and schedules.

WHAT YOU'LL NEED TO SUCCEED:

• Education: Bachelor of Arts/Bachelor of Science; degree in IT related field is preferred
• Required Experience: 10+ years of prior Help Desk experience with a minimum of 5 years' experience related to quality performance of ITSM services and supervising Help Desk employees; experience developing strategies to mitigate issues and risks; experience leading people and managing cross-functional team; proven experience developing strategies to mitigate issues and risks; experience managing excellent leadership, decision-making, verbal/written communication, presentation, and interpersonal skills to effectively lead cross-functional teams in a fast-paced environment
• Position requires self-motivation and the ability to work effectively under minimal supervision. Must demonstrate the ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner
• Security Clearance Level: Active Top Secret with eligibility for SCI
• Certifications: ITIL v3 or ITIL v4 Certification, Security+ and a PMP certification
• Location: Downtown DC; 100% onsite

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in program management at GDIT and you'll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

Work Requirements