General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.
The IT Service Desk Manager provides daily supervision and direction to the Integrated Service Center team. The IT Service Desk Manager establishes an effective, proactive and repeatable service delivery process that improves the end user's IT experience.
The IT Service Desk Manager will lead, guide, and support the Service Center and will perform the following:
Manages and is responsible for the successful and timely completion of Service Center tasks
Serves as the senior most level technician in assisting customers experiencing problems with IT resources, or requesting new services
Serves as the first point of contact for troubleshooting hardware/software, all types of computer systems, and printer problems
Leads and guides the Service Center team through the handling and management of IT service requests, incident management, change management, problem management, event management, outage escalations, enterprise IT troubleshooting
Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve IT problems
Escalates tickets to higher-level support groups as necessary
Monitors assigned queues, voicemail, web sites and other incoming communication methods
Prepares and provides various IT Service Desk reports and technical reviews to senior management as requested
Establishes internal service delivery performance benchmarks, drives Quality Assurance engagements, drives Ticket Deep Dives and develops strategies/initiatives for improvement
Establishes and manages Knowledgebase/Solutions Repositories and ensures new/updated processes, procedures, work instructions and knowledge are incorporated in a timely fashion in the knowledgebase and are available to the entire Service Center team
Establishes and manages processes for communicating outages/emergency activities to the program and Customers
Supervises assigned technical and administrative staff
Participates in maintaining and improving Service Center standard operating procedures (SOPs).
Participates in special projects as required
Bachelor's Degree in Computer Science or a related technical discipline.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
General Dynamics Information Technology