Help Desk Manager

About the role

• Type of Requisition: Regular
• Clearance Level Must Currently Possess: Top Secret SCI + Polygraph
• Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph
• Public Trust/Other Required: None
• Job Family: Technical Support Services

Job Qualifications

Skills

Continuous Improvement, IT Service Management (ITSM), Monitoring Tools, Problem Management, Service Level Agreement (SLA)

• Certifications: CompTIA Security+ CE | CompTIA - CompTIA
• Experience: 5 + years of related experience
• US Citizenship Required: Yes

About the role

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Manager and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

Meaningful Work and Personal Impact

As a Help Desk Manager, the work you’ll do at GDIT will be impactful to the mission. You will play a crucial role in frontline IT support running smoothly, driving quick resolutions and consistent service quality across the program.

• Lead/Manage/Support the help desk team, providing day-to-day supervision and guidance.
• Collaborate cross-functionally to ensure consistent, timely support across offices.
• Improves resolution times, customer satisfaction, and process consistency across the help desk.
• Experience with ServiceNow or similar ITSM platforms and monitoring tools such as SolarWinds, Splunk, or Microsoft SCOM, plus Windows and Active Directory administration including alert management, incident tracking and escalation procedures.

What You’ll Need to Succeed

Bring your technology expertise and drive for innovation to GDIT. The Help Desk Manager must have:

• Education: Bachelor of Arts/Bachelor of Science
• Technical skills: Proficient with ITSM tools and ITIL, strong Windows, networking and identity management, and reporting skills for SLA and trend analysis
• Security clearance level: TS/SCI
• US citizenship required
• Role requirements: Strong ITIL and ITSM tool experience. Ability to set, track and improve SLAs. Strong written and verbal communication. Continuous improvement mindset. Some travel required.

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

Pay and benefits

The likely salary range for this position is $97,968 - $126,500. 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: Less than 10%
• Telecommuting Options: Onsite
• Work Location: USA FL Tampa

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.

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.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.