• Help Desk Manager

    Job Location USA-DC-Washington
    Requisition ID
    # of Openings
    Job Function
    Information Technology
    Security Clearance Level
    Full/Part Time
    Full Time
  • Job Description

    General Dynamics Information Technology (GDIT) has an opening for a Help Desk Manager in Washington, DC and offices nationwide. Candidate will provide operational management support and ensure friendly, expert support to a high profile customer. Candidate will be performing several duties leading 30-35 support engineers of all levels. The position works in the IT Service Desk functional area. The environment is enterprise based service and support of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software.  


    Duties and responsibilities include, but are not limited to:

    • Provides operational management support and supervises Help Desk incident/maintenance activities
    • Develops, maintains and controls the performance of all incident and maintenance related activities
    • Develops personnel skill requirements and provides training resources for assigned staff
    • Reports to the Service Desk Manager, acts as backup supervisor for other functional areas as needed
    • Supervises non-exempt technicians and exempt professionals
    • Develops and maintains processes necessary for daily operations
    • Develops schedules and assigns work to meet critical customer deadlines
    • Ensures that proper records and other documentation are maintained and updated by assigned staff
    • Communicates with government contract representatives, providing important updates and responding to requests
    • Manages and directs staff resources to ensure contractual obligations are met
    • Supervises Team Leads and delegates responsibilities for daily operations
    • Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy

    Authority: Supervises Service Desk Incident/Maintenance-DC Activities


    Applicant selected must have the ability to obtain and maintain favorable background status



    • Bachelor’s degree and more than 8 years of microcomputer related experience and/or training; or equivalent combination of education and experience



    • 8+ years of directly related experience supporting help desk operations, including supervisory experience
    • Customer service skills training
    • More than 5 years of customer service experience are required of which more than 3 years are in a customer service supervisory position
    • Ability to plan and execute continuous process improvement
    • Knowledge of HP hardware
    • Advanced level knowledge of Windows 7, Windows 8, Windows 10, Window Server 2012, Windows Server 2016, MS Exchange, MS Outlook, LAN/WAN, routing systems, and TCP/IP
    • Logical thinker who can take input from technical staff to formulate action plans
    • Ability to manage relationships with high-profile customers
    • Experience with HP Service Manager or comparable ticketing system
    • Ability to handle escalations from the customer
    • Provides a positive climate for motivation
    • Sound organizational skills and ability to multi-task under tight deadlines
    • Effective communication skills
    • Experience working independently with little supervision and achieving required objectives
    • Escalate and manage Time and Material requests for unsupported equipment repairs
    • Other duties as assigned or required

    For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.





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