General Dynamics Information Technology · 7 hours ago
Help Desk Manager
USA DC Washington
Full-time
Onsite
Senior Level, Lead/Staff
$108K/yr - $132K/yr
9+ years expGeneral Dynamics Information Technology (GDIT) is a global technology and professional services company that delivers consulting, technology, and mission services to the U.S. government. In this role, you will oversee a team of service desk technicians to ensure exceptional service delivery, drive team performance, and implement process improvements.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead and manage multiple teams of service desk personnel to deliver exceptional customer service, efficiency, and technical expertise in resolving IT issues
Motivate, coach, develop, and mentor staff, ensuring performance objectives are consistently met or exceeded
Collect, interpret, and analyze data to identify trends and insights, informing process improvements and strategic decisions
Oversee the day-to-day delivery of services while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and industry standards
Clearly document and maintain operational processes and procedures to ensure team alignment and compliance
Proactively identify customer service trends and partner with cross-functional teams to develop and implement best practices, driving continuous service improvements
Serve as the liaison for onsite operations interactions with government customers, fostering strong relationships and coordinating directly with team supervisors and stakeholders
Split on-site work across two locations: Washington, D.C. and Beltsville, MD
Requires annual travel to satellite location(s)
Qualification
Required
Secret clearance level must currently possess
Top Secret clearance level must be able to obtain
9 + years of related experience
US Citizenship required
Bachelor's degree (BA/BS) or equivalent experience
Five or more years of relevant IT management or service delivery experience
Demonstrated experience using Active Directory and ServiceNow
ITIL Foundations Certification (must be able to obtain within 180 days)
Active Secret clearance with an ability to obtain Top Secret Clearance as needed
Preferred
Strong interpersonal, leadership, and team-building capabilities
Demonstrated problem-solving skills with an analytical mindset to optimize team workflows
Experience in managing service desk performance in a 24x7x365 environment
Proven ability to collaborate cross-functionally to address challenges and implement efficient solutions
Ability to effectively communicate strategies, initiatives, and results to both technical and non-technical audiences
Benefits
A variety of medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
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
Full flex work weeks where possible
A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
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