Service Desk Manager

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other

Required:


None

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Problem Management, Service Level Agreement (SLA), Technical Issues
Certifications:
None
Experience:
9 + years of related experience
ship

Required:


Yes

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 Service Now-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 Service Now, 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 Service Now.
• 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
• BS/BA
• Service Now 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

The likely salary range for this position is $110,500 - $149,500. 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:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:
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…