Help Desk Program Manager

Help Desk Program Manager

Seize your opportunity to make a personal impact as a Help Desk Program Manager. This position demands a proven leader who can manage complex IT help desk operations, drive continuous process improvements, and deliver superior customer experience.

HOW A HELP DESK PROGRAM MANAGER WILL MAKE AN IMPACT

• Direct overall contractor support and manage day-to-day operations, ensuring high-quality ITSM service delivery.
• Ensure quality performance in alignment with ITIL standards and service delivery metrics.
• Lead quality assurance efforts and develop strategies to proactively mitigate project issues and risks.
• Interface continuously with key stakeholders, serving as the primary POC to the COR and senior government leadership to address strategy, operations, and planning.
• Drive continual service improvements by incorporating government and customer feedback and utilizing trend analysis to enhance the customer experience and optimize resource planning.
• Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with contract and government requirements.
• Manage the performance, cost, and schedule of the project, providing financial management oversight for the Task Order and maintaining budget guidelines and schedules.
• Oversee staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, timely onboarding and offboarding, and supervisory oversight.
• Formulate and review deliverable items, delivering accurate and timely reports, SOPs, and performance documentation to leadership.
• Administer training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.
• Provide technical and career coaching and mentoring to the team.
• Utilize the JIRA ticketing system to capture operational data, track performance, and generate comprehensive reports.
• Deliver administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
• Meet program milestones and deliverables by developing and maintaining comprehensive project plans and schedules.

WHAT YOU'LL NEED TO SUCCEED:

• Education: Bachelor of Arts/Bachelor of Science; degree in IT related field is preferred
• Experience: 10+ years of prior Help Desk experience with a minimum of 5 years' experience related to quality performance of ITSM services and supervising Help Desk employees; experience leading people and managing large cross-functional teams; experience developing strategies to mitigate issues and risks
• Professional Skills: Highly self-motivated leader with exceptional communication skills, capable of driving results under minimal supervision and interacting professionally across all organizational levels.
• Security Clearance Level: Active Top Secret with eligibility for SCI
• Certifications :
  • Required : ITIL v3 or ITIL v4 Certification and Security+
  • Preferred : PMP, CISSP, CASP/Security X
• Location : Downtown DC; 100% onsite

The likely salary range for this position is $148,750 - $201,250. 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: None Telecommuting Options: Onsite Work Location: USA DC Washington 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.