• Job Description

  Req#: RQ165455

  Type of Requisition:

  Pipeline

  Clearance Level Must Currently Possess:

  None

  Clearance Level Must Be Able to Obtain:

  None

  Suitability:

  Public Trust/Other Required:

  Other

  Job Family:

  Help Desk

  Job Qualifications:

  Skills:

  IT Help Desk, IT Service Desk, Service Desk Management

  Certifications:

  Experience:

  5 + years of related experience

  US Citizenship Required:

  No

  Job Description:

  Transform technology into opportunity as a Tier-2 IT 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.

  At GDIT, people are our differentiator. Our work depends on an experienced Tier-2 IT Service Desk Manager joining our team to lead support personnel who troubleshoot and resolve complex IT issues. You will ensure the Tier-2 staff follows established ITSM tools, templates, and processes to identify, document, track and resolve issues for a Service Desk.

  HOW YOU WILL MAKE AN IMPACT

  • Manage all activities related to the staffing and operation of an information systems for Tier -2 service desk.
  • Plan, prioritize, and schedule activities to ensure continuity of service.
  • Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service on escalated issues.
  • Analyze service desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
  • Ensure that the team uses and maintains knowledge base, SOPs, work instructions.
  • Track activity and performance metrics and analyze them for potential improvements.
  • Ensure adherence to Service Level agreements, and maintain reports and deliverables to the customer.
  • Develops problem solving guidelines, checklists, or other materials to assist the team in responding to user issues.
  • Evaluates systems and processes for efficiencies and recommend improvements, as needed.
  • Respond to more complex, escalated tickets and report status on critical outages to leadership.
  • Other duties as assigned to meet the needs/requirements of the customer.

  WHAT YOU’LL NEED TO SUCCEED:

  ● Education:

  • Bachelor of Arts/Bachelor of Science preferred
  • Preferred certification: HDI and/or ITIL 4 Certifications

  ● Required Experience:

  • 5+ years of related experience including 3+ years of service desk leadership

  ● Security Clearance Level:

  • Must be able to pass government agency background investigation and maintain Public Trust access, or similar suitability.

  ● Required Skills and Abilities:

  • Experience working with an ITSM tool such as Remedy, HEAT or ServiceNow
  • IT Troubleshooting skills, especially with common enterprise applications such as Windows based desktop computing, O365, CRM & ERP tools like Peoplesoft, and collaboration tools SharePoint or MS Teams.
  • Experience working escalated trouble tickets and providing executive IT support
  • Able to communicate technical ideas and concepts to a non-technical audience.
  • Prior experience providing technical support to both technical and now-technical users (including executive level).
  • Experience prioritizing trouble tickets and conflicting task
  • Good coaching and mentoring skills

  ● Location:

  • This work can be based remotely, but those in the San Antonio, TX area are encouraged to apply based on the number of site visits that will be necessary.
  • Expect to travel up to 50% of the time, most frequently to San Antonio, TX and Washington, DC.

  ●Timeline:

  • This posting is contingent, expected to start in April of 2024.

  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

  The likely salary range for this position is $80,000 - $120,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

  Scheduled Weekly Hours:

  40

  Travel Required:

  10-25%

  Telecommuting Options:

  Remote

  Work Location:

  Any Location / Remote

  Additional Work Locations:

  Total Rewards at GDIT:

  Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

  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, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

  We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

  GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

• About the company

  General Dynamics Mission Systems is a business unit of American defense and aerospace company General Dynamics. General Dynamics Mission Systems integrates secure communication and information systems and technology

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