Experience Inc. Jobs

Req ID: RQ183209

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: NACI (T1)

Job Family: Business Operations

Skills:

Help Desk Operations,People Management,Service Desk Management

Experience:

10 + years of related experience

Job Description:

Transform technology into opportunity as a 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 a Service Desk Manager supporting one of the U.S. Government's premier Agencies, GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. You will help ensure today is safe and tomorrow is smarter. Our work depends on Service Desk Manager joining our team to lead our technical support team, ensure timely and accurate customer service, recruit and train team members and establish customer service standards.

The Service Desk Manager / End User Services Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. Communication skills: Customer Service Lead Must have excellent communication skills, both verbal and written. They should be able to communicate effectively with both technical and non-technical users, as well as collaborate with other members of the IT team. Leadership skills: strong leadership skills and the ability to motivate and manage a team of customer service representatives. They should also be able to set performance goals, provide feedback and coaching, and manage employee schedules. Problem-solving skills: Customer Service Lead Must be able to troubleshoot complex technical issues and resolve them efficiently. They should also be able to identify potential problems and recommend solutions to prevent them. Manages the Hardware Support Services, VDI/DaaS, Shipping Support and Shared Service Desk and Help Desk Services teams.

HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT:

• The IT Services Service Desk is the central point of contact for IT queries from our customers

• Set the standard of behavior for customer engagement, playing a key customer advocacy role.

• Developing and delivering services that support customer needs and inform IT Services objectives.

• Lead a team that acts as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.

• Service Desk Manager is a key role, tasked with managing a team of Service Desk Analysts. The manager is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met.

• Work within a large team, working most closely with Service Managers and Senior Service Desk Analysts, in order to drive service improvements.

• Service Desk Manager offers specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment-based service.

• Developing effective working relationships with colleagues within and beyond IT Services, in order to ensure that a consistent, high quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor of Arts/Bachelor of Science or equivalent experience

• Experience: 10+ years of experience

• Experience supporting large-scale U.S. Federal Government agencies / customers / end users is highly desired.

Technical skills:

• 10+ years of general management experience: The service desk manager will manage people, budgets, schedules and business relationships. Due to the high-stress nature of the position, management maturity is essential.

• 8+ years of leading a team. Service desk managers are responsible for balancing workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance.

• 8+ years of experience in managing multiple priorities: During a shift, a service desk manager will be managing a wide variety of activities that compete for time and attention. It is imperative the service desk manager is able both to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed.

• 6+ years of experience communicating with executives and business stakeholders: The service desk manager is the face of service-desk operations to management and business stakeholders. Effective verbal and written communication skills are critical to keep stakeholders informed, influence decisions and develop healthy business relationships with company leaders.

• 6+ years of experience with data-driven decision-making: Data is the lifeblood of modern service management. Service desk managers must be astute consumers of operational data and skilled in using data to make informed decisions.

• 10+ years of experience with SLA conformance, user satisfaction, cost management, resource utilization

• Security clearance level: Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting.

• Location: On Customer Site​

• Timeline: This is a contingent posting, expected to start in January, 2025.

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

#HHH24

The likely salary range for this position is $134,597 - $140,300. 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.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.