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IT Service Desk Manager

Company: General Dynamics Information Technology
Location: Washington
Posted on: April 9, 2021

Job Description:

Type of Requisition:PipelineClearance Level Must Currently Possess:None Clearance Level Must Be Able to Obtain: NoneSuitability:Agency SpecificPublic Trust/Other Required:MBI Full 5C (T3)Job Family:Help DeskJob Description:Service Desk Manager--We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you'll be a meaningful part of improving how agencies operate. Our work depends on a Service Desk Manager joining our team to support an important federal customer's IT help desk activities.At GDIT, we foster a people-centric environment. As a Service Desk Manager supporting our client, you will be trusted to manage Help Desk and technical support for all facets of operations for computer, network, communications, and hardware/software infrastructure technologies. In this role, a typical day will include:
--

  • Collaborating with the customer, vendors and partners to maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs) and support technology modernization efforts.--
  • Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude
  • Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
  • Acts as primary technical customer service point of contact for the government customer, and provides reports and other deliverables or information that facilitates the Government mission--
  • Analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
  • Your success will be measured through successfully meeting or exceeding customer defined Service Level Agreements against multiple performance metrics, and Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that have yielded improvements in customer satisfaction and resulted in cost reductionsWHAT YOU'LL NEED:--
    • Bachelor's degree in business or related field from an accredited university
    • 5 or more years of related technical and managerial experience in an end-to-end service desk, contact center or other managed service environment--
    • Demonstrated experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (100 to 500 Agents) within the last 5 years
    • Service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA) to drive continuous improvement in business value and customer experience--
    • Bachelor's degree in business or related field from an accredited university
    • ITIL v3/v4 Foundations certification or higher preferred--WHAT GDIT CAN OFFER YOU:
      • Full-flex work week
      • 401K with company match
      • Customizable health benefits packages
      • Collaborative teams of highly motivated critical thinkers and innovators
      • Internal mobility team dedicated to helping you own your career
      • Rewards program for high-performing employeesScheduled Weekly Hours:40Travel Required:25-50% T elecommuting Options: Some Telecommuting AllowedWork Location:USA DC WashingtonAdditional Work Locations:USA LA Bossier City, USA NC Durham, USA NC Raleigh, USA NC Triangle, USA VA Falls ChurchWe are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

        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. We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real. Suggested Jobs Technical Help Desk Specialist - #ITC
        • Service Desk / Help Desk Analyst - Sec+ and active Top Secret required Posted 30+ Days Ago - USA DC Washington
          • Service Desk / Help Desk Analyst - Sec+ and active Top Secret required Posted 15 Days Ago - USA DC Washington Service Desk / Help Desk Analyst - Sec+ and active Top Secret required

Keywords: General Dynamics Information Technology, Washington DC , IT Service Desk Manager, IT / Software / Systems , Washington, DC

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