IT Service Desk Manager

General Dynamics Information Technology Falls Church , VA 22040

Posted 4 months ago

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.


  1. 8 10 years of experience managing a 24x7x365 Enterprise IT Service Desk
  2. HDI Serviced Center Manager or higher certification required
  3. Demonstrated experience managing a staff of 15 or more service desk personnel
  4. 5 years of Supervisory/Management skills- involving Customer Service skills, Incident Management, Service Desk, Knowledge Management
  5. Considerable hands-on experience developing, managing and leading IT Service Desk processes and procedures
  6. Considerable hands-on experience creating, routing and tracking service request tickets in an ITSM tool
  7. Strong knowledge and experience with Enterprise IT Service Desk ACD, IVR and other telephony systems
  8. Working knowledge, understanding and hands-on experience managing, interpreting and reporting SLAs, OLAs, KPIs and IT service ticket trends
  9. Strong communication and interpersonal skills

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.

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General Dynamics Information Technology