Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Seize your opportunity to make a personal impact as a Service Desk Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Service Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Program Manager joining our team to 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.

HOW A SERVICE DESK PROGRAM MANAGER WILL MAKE AN IMPACT

Provide program support as a Service Desk Supervisor

Supervise 45 Service Desk Technicians Tier 1 and 1.5.

Responsible for the daily operation of the Service Desk team

Manage the daily activities of the assigned team

Responsible for developing and motivating staff while promoting teamwork

Work with the Quality Team to address quality issues and improve performance

Use the JIRA ticketing system to capture data and generate reports

Review and act on daily performance metrics

Provide direction to staff members regarding operational issues

Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365

Perform agent activities when necessary – handle customer calls/web submits

Work with the Service Desk Trainer to recommend and create training opportunities

Promote teamwork and skill sharing between other groups and the Service Desk teams

Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.

Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.

Responsible for meeting and communicating program milestones and deliverables.

Develops and maintains project plans and schedules.

WHAT YOU’LL NEED TO SUCCEED:

Education: Bachelor of Arts/Bachelor of Science

Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years’ experience supervising Service Desk employees; experience leading people and managing cross-functional team; proven experience developing strategies to mitigate issues and risks; excellent leadership, decision-making, verbal/written communication, presentation, and interpersonal skills to effectively lead cross-functional teams in a fast-paced environment

Security Clearance Level: Active Top Secret with eligibility for SCI

Certification: ITIL v3 or ITIL v4 Certification and a Security+ and a PMP certification

Security Clearance Level: Active Top Secret

Location: Downtown DC; 100% onsite

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

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