Req ID: RQ173006Type of Requisition: RegularClearance Level Must Be Able to Obtain: Top Secret/SCIJob Family: Help DeskSkills:Customer Service,Group Problem Solving,IT Service Desk,People Management,Service DeskExperience:5 + years of related experienceUS Citizenship Required:YesJob Description:Help Desk ManagerSeize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. While you help us advance the mission, we’ll help advance your career.General Dynamics Information Technology, a world leader in Defense IT Systems Integration and Services is seeking a Service Desk Manager ensure outstanding customer satisfaction by maintaining strong working relationships with customers. This individual must possess strong leadership, communication, planning skills, and have a broad IT background in systems, servers, networks, and hardware experience gained in managing and delivering critical IT services.Responsibilities:
Guide and lead team members to deliver products and services that meet or exceed customer requirements.
Manage customer issues through the ITSM tiers 1, 2, and 3 lifecycles.
Manage and train resources to ensure quality and consistency of service to customers.
Maintain complete and accurate customer correspondence data.
Assist in making operational decisions as required.
In conjunction with Service Owners, create training guides, frequently asked questions (FAQs), and internal and customer facing best practice products.
Identify and develop problem solving methodologies to resolve customer issues.
Required Experience:
A solid enterprise IT, cyber, and program management background and experience
Experience in DoD IT enterprise; understanding of DoD IT directives and guidelines
Able to communicate to all levels of internal, military, and customer management
Experience working with ITIL-Compliant Service Desk Systems, like incident tracking, ticket management, service request management, self-help, or automation tools.
Experience developing, implementing, optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
Service desk ITSM (Tiers 1-3) support experience
Required Education and Experience
Bachelor’s degree or equivalent
CompTIA Security+ce or equivalent IAT Level II certification
Certification CompTIA A+, Network+ (or equivalent)
5 yrs. of IT experience
Security Clearance Level:
Must be US Citizen
TS/SCI
Required Skills and Abilities:
Strong written and oral communication skills
Managing performance-based customer service against multiple SLA requirements
Implementing optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
Preferred Skills:
Experience and familiar with DoD Enterprise Service Management Frameworks (DESMF)
Strong understanding of service desk KPIs and Metrics. Experience with dashboard development and/or data input.
Managed/support accounts, training, distribution of mobile communications, computer devices, tablets, smart phones, or classified laptops.
Experience managing teams supporting 24/7 operations
Management and leadership of teams w/ 10+ employees
Experience with NORAD/NORTHCOM.
Location:
Colorado Springs, CO
GDIT IS YOUR PLACE:
Full-flex work week to own your priorities at work and at home.
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 $80,226 - $133,973. 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.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.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.