Help Desk Manager

Type of Requisition:

Regular

Top Secret/SCI

Top Secret SCI + Polygraph

None

Technical Support Services

Help Desk Software, Information Technology (IT) Systems, Troubleshooting

None

7 + years of related experience

Yes

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.

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.

• 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 elevate 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.

• 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
  • Computing Env:
    Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start…