Lead Service Desk Manager

Responsibilities for this Position

Location: USA MD Bethesda
Full Part/Time: Full time
Job Req: RQ225167

Type of Requisition:
Pipeline

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
MBI (T2)

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Customer Inquiries, Employee Management, IT Service Desk
Certifications:
None
Experience:
8 + years of related experience
US Citizenship Required:
No

Job Description:

GDIT is seeking a Lead Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.

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.
• Responsibilities include managing 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.

Required 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.
• At least one Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager
• Also required are 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:

GDIT IS YOUR PLACE:

• 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

• Rest and recharge with paid vacation and 10 company-paid holidays

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.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Hybrid

Work Location:
USA MD Bethesda

Additional Work Locations:

Total Rewards at GDIT:
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.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

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. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. 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 / Individuals with Disabilities / Protected Veterans

PI286110887

GDIT is seeking a Lead Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.



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.
• Responsibilities include managing 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.

Required 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.
• At least one Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager
• Also required are 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:



GDIT IS YOUR PLACE:

• 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

• Rest and recharge with paid vacation and 10 company-paid holidays

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.



Scheduled Weekly Hours:
40



Travel Required:
Less than 10%



Telecommuting Options:
Hybrid



Work Location:
USA MD Bethesda



Additional Work Locations:



Total Rewards at GDIT:
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.



Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.



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. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. 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 / Individuals with Disabilities / Protected Veterans

PI286110887