Tier II Deskside Manager

About the role

TIER II DESKSIDE MANAGER
Seize your opportunity to make a personal impact as a Tier II Deskside Manager supporting the National Institutes of Health (NIH). At GDIT, people are our differentiators—your leadership will help deliver exceptional endpoint support to one of the world’s premier scientific and research institutions.

Responsibilities

• Plan, prioritize, and schedule deskside support activities to ensure continuous, consistent, and high-quality service delivery.
• Manage and report on SLAs and SLOs, ensuring performance targets are achieved or exceeded.
• Provide leadership, coaching, and guidance to deskside technicians; promote a culture of accountability, teamwork, and customer-first service.
• Analyze incident and request trends to identify recurring issues and recommend proactive solutions.
• Evaluate help desk processes and workflows for efficiency, recommending improvements and supporting implementation.
• Serve as the escalation point for complex technical issues, providing guidance and resolution support.
• Collaborate with cross-functional IT teams to coordinate escalations, share insights, and improve end-user experiences.

Requirements

Required Skills & Abilities:
Bachelor’s degree in a technical or related field.
More than 5 years of IT experience with an active IT management certification (ITIL Intermediate, CCMP, CAPM, or comparable).
Demonstrated ability to lead technical teams in a fast-paced environment.
Excellent verbal and written communication skills, with the ability to work effectively with all organizational levels.
Strong organizational skills and the ability to manage multiple tasks, projects, and priorities under time constraints.
Ability to understand technical concepts and communicate them clearly to both technical and non-technical audiences.
Experience developing and implementing strategies that improve IT efficiency, user satisfaction, or operational performance.
Familiarity with SDLC and Agile methodologies.
Hands-on experience with ITSM platforms such as ServiceNow.
Strong experience supporting macOS environments.

Qualifications

Security Clearance: Must be able to obtain and maintain an NIH Public Trust clearance.

Skills

Bachelor’s degree in a technical or related field.

Benefits

Comprehensive health and wellness packages.
Internal mobility team dedicated to helping you own your career.
Professional growth opportunities.
Cutting-edge technology you can learn from.

Pay

The likely salary range for this position is $111,155 - $150,385. 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