We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. 

We think. We act. We deliver. There is no challenge we can’t turn into an opportunity. And our work depends on a Desk-Side Support Regional Manager to providing leadership to the Desktop Team that provides Tier 1 – 3 support in multiple locations for our State Department customer in the Washington DC capitol Region. The location is Washington, DC. Some telecommuting is supported. 

At GDIT, people are our differentiator. In this role, a typical day will include: 

Provide guidance to the Desktop and Endpoint Teams for customer interactionsMonitor Incident and Problem ticket queues to ensure the Desktop team is meeting performance and satisfaction metricsDevelop and maintain customer satisfaction metrics and service level objectives (SLO)Implement and promote customer service best practicesProvide oversight of deployments, updates and security patches of laptops and desktopsProvide oversight of customer ticket queue for users based out of this location and remotelyCoordinate and balance scheduling special projects with daily duties for desktop and endpoint techniciansContinuous desktop support process development and improvementSupports development of direct staff membersEnsure there is Desktop Support coverage 24X7X365Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management reviewOversee 100% of the requests, incidents, and problemsManages and coordinates urgent and complicated support issuesAct as escalation point for all requests and incidentsDevelop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organizationTrain, coach, and mentor Desktop Support Specialists (Level 1 / 2) including career developmentOversee staff activitiesSchedule employees working times and provide backup support. Interact with internal and external customersDrive Ticket Deep Dive and develop strategies for improvementEnsure Knowledge Base Articles are available for technicians to useProvide productivity, service level, and key performance metrics in support of business objectiveAdvise management on situations that may require additional client support or escalationReview survey feedback to improve services, tools and support experienceCross-train other team members to provide backup supportProvide backup support for other team members