NCIS Help Desk Manager - 2nd or 3rd Shift | Active TS/SCI clearance

About the role

Transform technology into opportunity as a Help 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.

Responsibilities

• Lead and manage a team of User Support Specialists, ensuring the efficient and effective delivery of IT support services across the organization.
• Oversee the generation and management of service request and incident tickets, ensuring timely resolution and closure while maintaining accurate tracking of action items and referrals.
• Provide excellent customer service across all organizational levels, addressing technical issues related to hardware, software, network, system/application access, and telecommunications.
• Oversee the provision of phone support within organizational and industry standards and ensure the collection of relevant technical and personal information for effective escalation of incidents as required.
• Assign and oversee the installation and maintenance of end-user devices, including desktops, laptops, printers, peripherals, and mobile devices, ensuring proper functionality and security.
• Maintain an up-to-date database of IT equipment.
• Oversee troubleshooting efforts conducted by the team, ensuring the effective consultation with users via phone, email, or self-service tickets.
• Leverage problem-solving skills to diagnose, identify, and analyze issues using standard operating procedures, established knowledge base, and historical data.
• Ensure appropriate escalation and routing of issues to specialists, monitoring follow-up, and verifying updates within the ticketing system.
• Identify recurring issues and notify management of patterns.
• Foster collaboration between the support team, system/network administrators, and developers to resolve complex technical issues.

Requirements

• Security Clearance Level: Active TS/SCI clearance.
• Required Experience: 5 years of Help Desk management experience working in the IT field supporting systems and users.
• Demonstrated ability to communicate orally and in writing, and displays a positive customer service attitude.
• Experience with ITIL is preferred.

Qualifications

• Education: BS Degree in technical discipline. An additional 2 years of experience are required without a Degree.

Skills

• Customer Service
• Help Desk Management
• Service Desk Management

Benefits

• Comprehensive benefits and wellness packages, 401(k) with company match and competitive pay and paid time off.
• 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.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.

Pay

The likely salary range for this position is $122,400 - $165,600. 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

• Shift Options: 2nd Shift: Monday - Friday 4:00pm - 12:00am
  3rd Shift: Monday - Friday 10:00pm - 6:00am