Deskside Support Manager - Clearance Required

INFORMATION SYSTEMS SR MANAGER

The Deskside Support Manager is responsible for leading a team of IT professionals who deliver Tier 2 customer support and endpoint services to Department of State users across multiple locations. This position requires strong leadership, technical knowledge, and experience managing service delivery in accordance with ITIL best practices. The Deskside Support Manager ensures operational excellence, drives continuous improvement, and partners with other service and functional managers to maintain a high level of customer satisfaction.

Primary Responsibilities:

• Lead and Supervise: Manage and mentor a team of deskside support technicians providing hands-on technical assistance, ensuring adherence to service level targets, and maintaining high-quality end-user support.
• Operational Oversight: Monitor daily operations, manage workload distribution, and ensure timely resolution of incidents, requests, and escalations through ServiceNow or equivalent ITSM tools.
• Process Management: Develop, implement, and enforce policies, procedures, and standard operating processes that align with ITIL 4 principles and organizational objectives.
• Performance & Scheduling: Establish team schedules, monitor technician performance, and conduct regular reviews to ensure compliance with key performance indicators (KPIs).
• Collaboration: Partner with other service areas-including Citrix, IT Mart, Supply Chain Management, and Mobile/Remote Support-to coordinate issue resolution and service delivery.
• Continuous Improvement: Stay current on emerging technologies and industry best practices; identify opportunities to enhance efficiency, automation, and customer experience.
• Vendor & Asset Coordination: Oversee vendor interactions, equipment ordering, and billing reconciliation to ensure timely and cost-effective service delivery.
• Training & Development: Ensure all team members receive necessary technical and customer service training; promote professional development and certification attainment.

Scope of Role:

• Supervises a small to mid-sized team focused on deskside support and related service disciplines.
• Moderate operational complexity with high visibility to program leadership and federal stakeholders.
• Direct reports are typically non-exempt IT professionals.

Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 8 years of IT experience, including 3+ years in a leadership or supervisory capacity within an IT service delivery environment.
• Experience managing service operations within a large enterprise or government program preferred.
• ITIL 4 certification and/or CompTIA certifications (A+, Network+, Security+) required.

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Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

Work Requirements