NCIS Help Desk Manager | TS​/SCI clearance

Job Description

Transform technology into opportunity as a Help 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.

• Leads and manages a team of User Support Specialists, ensuring efficient delivery of IT support services across the organization.
• Oversees the generation and management of service request and incident tickets, ensuring timely resolution, closure, and accurate tracking.
• Provides excellent customer service across all organizational levels, addressing technical issues related to hardware, software, network, system/application access, and telecommunications.
• Oversees phone support services and ensures collection of relevant technical and personal information for effective escalation of incidents.
• Assigns and oversees installation and maintenance of end‑user devices (desktops, laptops, printers, peripherals, mobile devices), ensuring proper functionality and security and maintaining an up‑to‑date database of IT equipment.
• Oversees troubleshooting efforts conducted by the team, ensuring effective consultation with users via phone, email, or self‑service tickets.
• Uses problem‑solving skills to diagnose, identify, and analyze issues using standard operating procedures, knowledge base, and historical data.
• Ensures appropriate escalation and routing of issues to specialists, monitoring follow‑up and verifying updates within the ticketing system.
• Identifies recurring issues and notifies management of patterns.
• Fosters collaboration between the support team, system/network administrators, and developers to resolve complex technical issues.

• Active TS/SCI clearance.
• 5+ years of Help Desk management experience supporting systems and users.
• Demonstrated ability to communicate orally and in writing with a positive customer‑service attitude.
• Experience with ITIL is preferred.
• CompTIA Security+ CE certification.
• Bachelor’s degree in a technical discipline (or equivalent experience).
• US citizenship required.
• Position availability pending contract award in late August / early September 2026.

Scheduled weekly hours: 40.

Travel required:

None. Telecommuting options:
Onsite.

Work location:

Quantico, VA, USA.

Comprehensive benefits and wellness packages, 401(k) with company match, paid time off, medical, dental, vision, disability, life insurance, and other short‑ and long‑term benefits.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans.