Help Desk Manager

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to support our nation's defense. Make an impact by connecting and securing critical operations across the globe, keeping our country safe and secure.

Job Description

Help Desk Manager – TS/SCI Required

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Manager , the work you’ll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM).

• Lead/Deliver: Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues.
• Collaborate: Work alongside support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements.
• Innovate: Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency.

RESPONSIBILITIES

• Manage all activities related to the staffing, operation, and performance of an enterprise help desk.
• Develop schedules, prioritize tasks, and ensure continuity of service delivery.
• Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services.
• Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements.
• Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively.
• Evaluate help desk systems and recommend efficiencies or enhancements as needed.
• Resolve escalated inquiries and more complex technical issues.
• Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests.
• Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations.
• Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed.
• Provide support for implementation, troubleshooting, and maintenance of IT systems.
• Manage IT system infrastructure and related processes, ensuring consistent operational reliability.
• Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices.
• Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation.
• Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues.
• Document incidents and their solutions in an incident database.

WHAT YOU’LL NEED TO SUCCEED:

• Education:  Associate’s degree
• Experience: 7+ years of related experience
• Technical skills:
  • Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration.
  • Experience with Active Directory functions (e.g., unlocking accounts, creating accounts).
  • Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration.
  • Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred.
  • Working knowledge of network operations (NOSC) and related support processes.
• Security clearance level: TS/SCI
• US citizenship required
• Required Certification(s):
  • DoW 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
  • IAT II 8570/8140 Baseline Certification Security+ or equivalent
  • Computing Env: Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent  (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.)
• ​ Role Requirements :
  • On customer site daily support
  • Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
  • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity
  • Travel may be required to support the mission

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth : AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards : Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

#GDITINSCOM

#I2TS4

#GDITArmy

Work Requirements

Years of Experience

7 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required