Lead Service Desk Manager

Responsibilities

• Overall management responsibility for Service Desk operations for contract NHLBI to include client interface, staff management, and act as an escalation point for end user concerns.
• Manage the NHLBI IT Service Desk, supporting approximately 2,200 staff and various computing devices.
• Oversee the tiered support model and ensure integration with NIH Service Desk and CIT.
• Maintain up-to-date systems documentation and SOPs.
• Ensure customer inquiries and issues are resolved promptly and efficiently.
• Manage the Tier 1 Service desk as well as Tier 2 desktop support teams, and Tier 3 desktop engineering team.
• Also responsible for managing the support activity for medical instrument controllers and conference room audio/visual equipment.

Job Qualifications

• Bachelor’s degree in IT, management, or a related field.
• Minimum of 8 years of experience managing an IT service desk.
• Preferred experience in a biomedical research or healthcare setting.
• Knowledge of ITIL and customer service best practices.
• Strong leadership and communication skills.
• One Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager.
• One or more of the following (or current equivalent): MTA: Microsoft Technology Associate, MCSA: Microsoft Certified Solutions Associate, MSCE: Microsoft Certified Solutions Expert, Apple Certified Support Professional, Certified Associate in Project Management.

Desired Qualifications

• Full-flex work week to own your priorities at work and at home.
• 401K with company match.
• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you build your skills and own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from.
• Paid vacation and 10 company-paid holidays.

Pay

The likely salary range for this position is $140,250 - $189,750. 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.

Schedule

Scheduled Weekly Hours: 40

Benefits

• Health Savings Account (HSA) option for medical plans.
• Dental plan options.
• Vision plan.
• 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.

Additional Work Locations

• Total Rewards At GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with HSA, 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.

About Our Work

• We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community.
• We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
• Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer

GDIT is an equal opportunity employer / individuals with disabilities / protected veterans.