REQ#: RQ203038Public Trust: None Requisition Type: Regular Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

Seize your opportunity to make a personal impact as an IT Service Manager supporting customer activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiators. As an IT Service Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on an IT Service Manager joining our highly skilled team to lead day-to-day operations and drive our mission to be a premier provider of IT operations excellence to the customer. We deliver comprehensive IT service management across multiple fabrics and centers, ensuring seamless integration and optimal performance. We have a responsibility to ensure operational IT capabilities provide our client with the timeliness, accuracy and reliability they demand from all our highly professional roles. Be the change, lead our change – join us!

HOW AN IT SERVICE MANAGER WILL MAKE AN IMPACT

Oversee the delivery of IT services in accordance with ITIL-based frameworks, ensuring process consistency and best practicesManage the end-to-end lifecycle of incident, request, problem, change, and knowledge management processesMonitor, analyze, and report on service performance metrics and SLA adherence, identifying areas for interventionLead service improvement plans (SIPs), root cause analyses, and post-incident reviews to drive continuous optimizationCollaborate with IT Operations, Application Support, and other technical teams to coordinate seamless service deliveryEngage with business stakeholders to understand needs, address escalations, and align services with organizational prioritiesMaintain accurate documentation of policies, procedures, workflows, and service catalog offeringsChampion ITSM tool enhancements, process automation, and data-driven decision-makingCoordinate training and development for service teams to improve maturity and responsiveness

Required SkillsHands-on experience with ITSM platforms such as ServiceNowStrong knowledge of ITIL practices (v3 or 4) and Lean Six SigmaExperience implementing and managing SLAs, OLAs, and KPIs to measure service effectivenessFamiliarity with service reporting, dashboards, and analytics toolsExcellent stakeholder management, communication, and organizational change skills

WHAT YOU’LL NEED TO SUCCEED:

Education: Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as: Computer Science, IT Management, Engineering, Data Science)Required Experience: 6+ yrs of directly related professional work experienceRequired Certifications: ITIL Expert and Lean Six SigmaSecurity Clearance Level: TS/SCI with active polygraphLocation: Tysons, VA - On Customer Site

GDIT IS YOUR PLACE:

401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn fromRest and recharge with paid vacation and holidays