Deskside Support Manager

Deskside Support Manager

Join to apply for the Deskside Support Manager role at General Dynamics Information Technology

General Dynamics Information Technology (GDIT) is excited to support the Securities and Exchange Commission (SEC) in operating, managing, and advancing the SEC’s IT infrastructure. This manager‑level position in Washington, D.C. requires periodic night and weekend work to ensure the success of the Deskside Support operation. The selected candidate must be a US Citizen (without dual citizen ships) and able to obtain a Public Trust Suitability clearance, per contract requirements.

• Must have a minimum of 10 years of total experience, with 5 years in leading and managing IT Support teams of 25 technicians or more.
• Must have demonstrated experience managing staff of using metrics to drive performance.
• Must have the ability to analyze and interpret metrics data for decision making and process improvement recommendations.
• Serve as point of contact/escalation for the customer.
• Communicate customer risk and concerns to team leaders and upper management.
• Must have experience managing teams and technologies that span across all end‑user hardware and software.
• Must have hands‑on technical background to assist technicians with complex troubleshooting needs.
• Must have experience with Windows 11 and MS 365 applications (Intune, Entra , Autopilot, etc)
• Create SOP and documentation for the customer as requested.
• Manage assets of all existing IT equipment.
• Maintain a strong relationship with the SEC IT Service Desk.
• Provides timely responses to client and management requests.
• Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations.
• Provide status updates on such requests on a regular basis.
• Assist with IT Asset Management responsibilities, which include updating and modifying asset records.
• Must strive for 100% SLA compliance.
• Experience managing geographically dispersed staff.
• Team player with good communication, organizational, and strong interpersonal skills – able to prioritize and drive to results with a high emphasis on quality.
• Experience using IT Service Management software (Service Now).
• Ability to lift and move equipment 40lbs.+
• Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email – ITIL Certification.

• ITIL Foundations v2 or v3, ITIL Intermediate Service Operations.

The likely salary range for this position is $114,750 – $155,250. 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:

None

Telecommuting Options:
Onsite

Work Location:

USA DC Washington

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 50 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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans