IT Service Desk Manager with Security Clearance - General Dynamics Information Technology
Washington, DC 20001
About the Job
REQ#: RQ191040 Public Trust: None Requisition Type: Regular Your Impact Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens. Job Description Transform technology into opportunity as an IT Service Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate. At GDIT, people are our differentiator. As an IT Service Desk Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on IT Service Desk Manager joining our team to evolve the IT Service Desk for the Department of Energy, National Nuclear Security Administration. HOW A IT SERVICE DESK MANAGER WILL MAKE AN IMPACT: * Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians.
* Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
* Assist computer users with hardware and software questions and problems.
* This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
* Use independent thinking to achieve complex tasks with little to no supervision.
* Supervises others.
* Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base.
* Use your ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support.
* Works with customers, other teams and vendors to ensure team success. WHAT YOU'LL NEED TO SUCCEED: Education: * Masters of Science degree; OR in lieu of degree, an additional 2 years of relevant work experience is required Required Experience: * 15+ years of related professional work experience Required Technical Skills: * Demonstrated hands-on experience with ServiceNow
* Demonstrated ability using ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support
* Demonstrated experience with SLA/OLA management, Knowledge Management. Service Delivery, Continuous Service Improvement, and Problem Management Security Clearance Level: * U.S. Citizenship Required
* Possess Q or TS level clearance (or their equivalency) with the ability to obtain a Q level clearance.
* Must be eligible to obtain and maintain such clearance as a condition of employment Required Skills and Abilities: * Demonstrated ability assisting computer users with hardware and software questions and problems/issues
* Hands-on experience fielding telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems
* Effective administrative and organizational skills
* Effective people management skills
* Extensive knowledge of company policies, processes, and procedures - Understanding of company strategic goals and how they align to business operations Preferred Certifications: * ITIL/ITIL v4
* Project Management
* CCNA
* Security + Location: * This role requires to be on-site in Washington, D.C. GDIT IS YOUR PLACE: * 401K with company match
* Comprehensive health and wellness packages
* Internal mobility team dedicated to helping you own your career
* Professional growth opportunities including paid education and certifications
* Cutting-edge technology you can learn from
* Rest and recharge with paid vacation and holidays #WeAreGDIT #GDITCareers #ITServiceDeskManager Work Requirements Years of Experience 15 + years of related experience * may vary based on technical training, certification(s), or degree Certification Travel Required Less than 10% Citizenship U.S. Citizenship Required Salary and Benefit Information The likely salary range for this position is $136,000 - $184,000. 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. View information about benefits and our total rewards program. About Our Work 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. 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.
* Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel.
* Assist computer users with hardware and software questions and problems.
* This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems.
* Use independent thinking to achieve complex tasks with little to no supervision.
* Supervises others.
* Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base.
* Use your ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support.
* Works with customers, other teams and vendors to ensure team success. WHAT YOU'LL NEED TO SUCCEED: Education: * Masters of Science degree; OR in lieu of degree, an additional 2 years of relevant work experience is required Required Experience: * 15+ years of related professional work experience Required Technical Skills: * Demonstrated hands-on experience with ServiceNow
* Demonstrated ability using ServiceNow and ITIL v4 expertise to proactively track, monitor, and improve service delivery and end user support
* Demonstrated experience with SLA/OLA management, Knowledge Management. Service Delivery, Continuous Service Improvement, and Problem Management Security Clearance Level: * U.S. Citizenship Required
* Possess Q or TS level clearance (or their equivalency) with the ability to obtain a Q level clearance.
* Must be eligible to obtain and maintain such clearance as a condition of employment Required Skills and Abilities: * Demonstrated ability assisting computer users with hardware and software questions and problems/issues
* Hands-on experience fielding telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems
* Effective administrative and organizational skills
* Effective people management skills
* Extensive knowledge of company policies, processes, and procedures - Understanding of company strategic goals and how they align to business operations Preferred Certifications: * ITIL/ITIL v4
* Project Management
* CCNA
* Security + Location: * This role requires to be on-site in Washington, D.C. GDIT IS YOUR PLACE: * 401K with company match
* Comprehensive health and wellness packages
* Internal mobility team dedicated to helping you own your career
* Professional growth opportunities including paid education and certifications
* Cutting-edge technology you can learn from
* Rest and recharge with paid vacation and holidays #WeAreGDIT #GDITCareers #ITServiceDeskManager Work Requirements Years of Experience 15 + years of related experience * may vary based on technical training, certification(s), or degree Certification Travel Required Less than 10% Citizenship U.S. Citizenship Required Salary and Benefit Information The likely salary range for this position is $136,000 - $184,000. 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. View information about benefits and our total rewards program. About Our Work 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. 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.
Source : General Dynamics Information Technology