Tier II Help Desk Manager - Military Veterans

Responsibilities for this Position
Location: USA MD Bethesda
Full Part/Time: Full time
Job Req: RQ191774

Type of Requisition:
Pipeline

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
Other

Job Family:
Help Desk

Job Qualifications:

Skills:
Help Desk Management, IT Help Desk, ServiceNow Incident Management, SLA Management
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
No

Job Description:

TIER II HELP DESK MANAGER

Seize your opportunity to make a personal impact as a Tier II Help Desk Manager supporting the National Institute for Health (NIH). GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. Our work depends on a Tier II Help Desk Manager joining our team. As the Tier II Help Desk Manager, you will manage all activities related to the staffing and operation of an IT help desk.

HOW A TIER II HELP DESK MANAGER WILL MAKE AN IMPACT:

• Plan, prioritize, and schedule help desk activities to ensure continuity of service.
• Manage SLOs and SLAs
• Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
• Analyze help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.

• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored.
• Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine.
• Evaluate Help Desk Systems and Processes for efficiencies and recommend improvements, as needed.
• Respond to more complex, escalated enquiries from team members.

WHAT YOU'LL NEED TO SUCCEED:

Required Skills & Abilities:

• Bachelors degree in a technical or related field.
• Five (5) plus years of relevant Tier 2 support management experience in the federal/agency space.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Working knowledge and experience with IT service management systems such as ServiceNow.
• Must have active IT management certification such as ITIL Intermediate, CCMP, CAPM, etc.
• Excellent verbal and communication skills with the demonstrative ability to work with all levels within the organization.
• Ability to perform independently and under pressure of time constraints with the proven ability to manage multiple projects simultaneously.
• Possess excellent interpersonal, written, and oral communication skills.
• Ability to understand technical vision and communicate it to both technical and non- technical parties.
• Experience implementing effective strategies to improve IT efficiency and organizational processes.

Security Clearance Level:

• Ability to obtain and maintain an NIH Public Trust clearance

Location:

• Bethesda, MD (Position is onsite with potential for hybrid work schedule)

GDIT IS YOUR PLACE:

• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities.
• Cutting-edge technology you can learn from.

The likely salary range for this position is $100,175 - $135,531. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA MD Bethesda

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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.

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.

PI256860233