REQ#: RQ213437Public Trust: None Requisition Type: Regular Your Impact

Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.

Job Description

Transform technology into opportunity as a Service Desk Operations Manager with General Dynamics Information Technology (GDIT). In this critical role, you will oversee a team of dedicated service desk technicians to ensure exceptional service delivery to our valued government customers. Partnering closely with the Service Delivery Manager, you will help operate and maintain a dynamic, 24x7x365 Technical Service Desk while driving effective team performance, streamlining processes, and delivering innovative solutions.

At GDIT, you’ll not only make a meaningful impact but also stay at the forefront of service desk management by cultivating efficiency, supporting technical excellence, and improving how government agencies operate.

How You’ll Make an Impact:

Lead and manage multiple teams of service desk personnel to deliver exceptional customer service, efficiency, and technical expertise in resolving IT issuesMotivate, coach, develop, and mentor staff, ensuring performance objectives are consistently met or exceededCollect, interpret, and analyze data to identify trends and insights, informing process improvements and strategic decisionsOversee the day-to-day delivery of services while ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and industry standardsClearly document and maintain operational processes and procedures to ensure team alignment and complianceProactively identify customer service trends and partner with cross-functional teams to develop and implement best practices, driving continuous service improvementsServe as the liaison for onsite operations interactions with government customers, fostering strong relationships and coordinating directly with team supervisors and stakeholdersSplit on-site work across two locations: Washington, D.C. and Beltsville, MDRequires annual travel to satellite location(s)

What You’ll Need to Succeed:

Bachelor’s degree (BA/BS) or equivalent experience; ANDFive or more years of relevant IT management or service delivery experienceDemonstrated experience using Active Directory and ServiceNowITIL Foundations Certification (must be able to obtain within 180 days) with an ability to pursue higher ITIL-level certifications when neededActive Secret clearance with an ability to obtain Top Secret Clearance as neededUS Citizenship

Preferred Skills and Qualities:

Strong interpersonal, leadership, and team-building capabilitiesDemonstrated problem-solving skills with an analytical mindset to optimize team workflowsExperience in managing service desk performance in a 24x7x365 environmentProven ability to collaborate cross-functionally to address challenges and implement efficient solutionsAbility to effectively communicate strategies, initiatives, and results to both technical and non-technical audiences