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Washington, District of Columbia, United States • On-site
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Oversee a team of help desk technicians providing IT support for unclassified systems to federal government clients. Manage service delivery, mentor technical staff, and drive continuous improvement in help desk operations and workflows.
Requires an active Top Secret clearance with SCI eligibility and 5+ years of related experience. Must obtain CompTIA Security+ certification within six months of hire and possess strong technical support skills.
Clearance Level Must Be Able to Obtain:
Top Secret/SCIGDIT has an amazing opportunity for a Unclassified Help Desk Manager to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation’s capital. As a Unclassified Help Desk Manager, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
The Unclassified Help Desk Manager oversees a team of help desk technicians supporting unclassified systems across the organization. This individual is responsible for managing, mentoring, and developing technical support staff to ensure high-quality service delivery. The manager will drive continuous improvement in help desk operations, streamline workflows, and ensure that support processes align with organizational goals and compliance standards.
· Act as the senior manager for unclassified help desk operations, providing leadership and guidance to technicians and newly promoted team leads.
· Manage a team of help desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems.
· Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately.
· Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies.
· Plan, prioritize, and coordinate help desk activities to maximize resolution rates and minimize downtime.
· Develop and implement training programs to enhance technician skills and improve customer service outcomes.
· Analyze help desk performance metrics and identify opportunities for process optimization and tool enhancements.
· Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services.
· Simulate or replicate user-reported problems to identify root causes and implement effective solutions.
· Recommend system and workflow improvements to reduce recurring issues and improve overall user experience.
Scope: Supervises a small to mid-sized team focused on unclassified help desk operations. The role involves managing a moderately complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement.
WHAT YOU’LL NEED TO SUCCEED:
Required Experience: DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience
Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
Security Clearance Level: Active Top Secret with SCI Eligibility
Required Skills and Abilities: Must be able to pass a basic English Language assessment test
Preferred Skills: BS/BA Highly Desired
Location: On Customer Site, Washington, District of Columbia – This service desk is 24/7/365, occasional shift work may be required.
GDIT IS YOUR PLACE:
Flexible work schedule
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
Telecommuting Options:
Onsite
GDIT is a global technology and professional services company that delivers solutions, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading capabilities in digital modernization, AI, cyber, and software development. GDIT is part of General Dynamics, a global aerospace and defense company. We have shared our customers’ sense of purpose for over half a century and have a unique understanding of their missions, complex environments, and a rapidly changing world. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Offices: Falls Church, Virginia 22042, US
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