Service Desk Manager
Role Overview
Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT.
A career in IT means connecting and enhancing the systems that matter most.
As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide.
At GDIT, people are our differentiator.
As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment.
Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth.
When we succeed, you succeed—and together our best becomes better.
HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT
• Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment.
• Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States
• Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery.
• Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians.
• Establish and enforce help desk processes, workflows, and security protocols required for classified operations.
• Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment.
• Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency.
• Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow.
• Coordinate service restoration activities to return IT services to normal operation as quickly as possible.
• Report significant system issues or operational concerns to upper management to ensure visibility and timely response.
• Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds.
• Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency.
Key Skills for This Role
Full Job Posting
Skills:
- Certifications:
- Experience:
- US Citizenship Required:
- Job Description:
- Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide.
- At GDIT, people are our differentiator. As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment. Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth. When we succeed, you succeed—and together our best becomes better.
- HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT
- Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment.
- Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States
- Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery.
- Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians.
- Establish and enforce help desk processes, workflows, and security protocols required for classified operations.
- Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment.
- Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency.
- Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow.
- Coordinate service restoration activities to return IT services to normal operation as quickly as possible.
- Report significant system issues or operational concerns to upper management to ensure visibility and timely response.
- Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds.
- Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency.
- WHAT YOU’LL NEED TO SUCCEED
- Required Experience: BA/BS (or equivalent experience), 5+ years of experience
- Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
- Security Clearance Level: Active Top Secret or DOE Q
- Citizenship: Must be a U.S. citizen
- BS/BA
- ServiceNow experience
- Excellent customer service skills including experience supporting C-Suite and other VIP levels
- Location: Full-time, on-site at customer location in Washington, DC.
- 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
- Scheduled Weekly Hours:
- Travel Required:
- Telecommuting Options:
Work Location:
- Additional Work Locations:
- Total Rewards at GDIT:
- Our Identity Verification Process:
- About Our Work:
- gdit.com/tc.
Qualifications
- Certifications
- Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide.
- At GDIT, people are our differentiator. As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment. Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth. When we succeed, you succeed—and together our best becomes better.
- HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT
- Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment.
- Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States
- Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery.
- Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians.
- Establish and enforce help desk processes, workflows, and security protocols required for classified operations.
- Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment.
- Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency.
- Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow.
- Coordinate service restoration activities to return IT services to normal operation as quickly as possible.
- Report significant system issues or operational concerns to upper management to ensure visibility and timely response.
- Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds.
- Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency.
- WHAT YOU’LL NEED TO SUCCEED
- Required Experience: BA/BS (or equivalent experience), 5+ years of experience
- Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
- Security Clearance Level: Active Top Secret or DOE Q
- Citizenship: Must be a U.S. citizen
- BS/BA
- ServiceNow experience
- Excellent customer service skills including experience supporting C-Suite and other VIP levels
- Location: Full-time, on-site at customer location in Washington, DC.
- 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
- Scheduled Weekly Hours
- BA/BS (or equivalent experience), 5+ years of experience
- gdit.com/tc.
About General Dynamics Information Technology
Provider of enterprise IT services and defense solutions.
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