Help Desk Manager
Job in
Fort Bragg, Cumberland County, North Carolina, 28310, USA
Listed on 2026-08-05
Listing for:
General Dynamics
Full Time, Part Time, Seasonal/Temporary
position Listed on 2026-08-05
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Location:
USA NC Fort Bragg
Full Part/Time:
Full time
Job Req: RQ222457
Type of
Requisition :
Regular
Clearance Level Must Currently Possess:
Top Secret/SCI
Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph
Public Trust/Other
Required:
None
Job Family:
Technical Support Services
Job Qualifications:
Skills:
Help Desk Software, Information Technology (IT) Systems, Troubleshooting
Certifications:
None
Experience:
7 + years of related experience
US Citizenship
Required:
Yes
Job Description:
Help Desk Manager - TS/SCI Required
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Help Desk Manager with for a career where your growth is just as important as the mission you support.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Help Desk Manager, the work you'll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM).
* Lead/Deliver:
Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues.
* Collaborate:
Work alongside support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements.
* Innovate:
Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency.
RESPONSIBILITIES
* Manage all activities related to the staffing, operation, and performance of an enterprise help desk.
* Develop schedules, prioritize tasks, and ensure continuity of service delivery.
* Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services.
* Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements.
* Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively.
* Evaluate help desk systems and recommend efficiencies or enhancements as needed.
* Resolve escalated inquiries and more complex technical issues.
* Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests.
* Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations.
* Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed.
* Provide support for implementation, troubleshooting, and maintenance of IT systems.
* Manage IT system infrastructure and related processes, ensuring consistent operational reliability.
* Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices.
* Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation.
* Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues.
* Document incidents and their solutions in an incident database.
WHAT YOU'LL NEED TO SUCCEED:
* Education:
Associate's degree
* Experience:
7+ years of related experience
* Technical skills:
* Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration.
* Experience with Active Directory functions (e.g., unlocking accounts, creating accounts).
* Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration.
* Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred.
* Working knowledge of network operations (NOSC) and related support processes.
* Security clearance level: TS/SCI
* US citizenship required
* Required Certification(s):
* DoW 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
* IAT II 8570/8140 Baseline Certification Security+ or equivalent
*…
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