Service Desk Manager

About the role

GDIT is seeking a Service Desk Manager to supervise a mid-sized team focused on service desk operations. The role involves managing a complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement. Candidate will act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.

Responsibilities

• Lead help-desk operations and provide guidance to technicians
• Manage a team of help-desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems
• Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately
• Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies
• Plan, prioritize, and coordinate help-desk activities to maximize resolution rates and minimize downtime
• Develop and implement training programs to enhance technician skills and improve customer service outcomes
• Troubleshoot complex issues and provide incident resolution for all related incidents requiring escalated support or subject matter enterprise within end user hardware and software, to include end user equipment, local and network printers, HDD, and removable media encryption
• Analyze help-desk performance metrics and identify opportunities for process optimization and tool enhancements
• Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services
• Simulate or replicate user-reported problems to identify root causes and implement effective solutions
• Recommend system and workflow improvements to reduce recurring issues and improve overall user experience
• Responsible for contractual service levels and to ensure timelines are met to customer satisfaction

Requirements

• 10+ years of related experience
• Experience leading 25+ team members
• ServiceNow experience required
• ITIL 4 or ITIL 5 Managing Professional (MP) or Strategic Leader (SL) certification
• Current HDI certification required by the customer
• Previous experience supporting large‑scale government customers with thousands of end‑users
• U.S. Citizenship required
• Background investigation (Public Trust/Other Required: BI Full 6C (T4)) required; must have a current clean financial background
• Flexibility to support issues or planned activities after hours, weekends, and holidays as needed
• Technical skills and engineering attitude for success, dedication and commitment

Skills