Service Desk Program Manager

Responsibilities for this Position Location: USA DC Washington - Customer Proprietary (DCC202)
Full Part/Time: Full time
Job Req: RQ175040 Type of Requisition:
Regular Clearance Level Must Currently Possess:
Top Secret Clearance Level Must Be Able to Obtain:
Top Secret/SCI Suitability: Public Trust/Other Required: Job Family:
Program Management Job Qualifications: Skills:
Hiring, People Management, Strategic Planning
Certifications: Experience:
10 + years of related experience
US Citizenship Required:
Yes Job Description:
Seize your opportunity to make a personal impact as a Service Desk Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
At GDIT, people are our differentiator. As a Service Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Program Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
HOW A SERVICE DESK PROGRAM MANAGER WILL MAKE AN IMPACT
Provide program support as a Service Desk Supervisor
Supervise 45 Service Desk Technicians Tier 1 and 1.5.
Responsible for the daily operation of the Service Desk team
Manage the daily activities of the assigned team
Responsible for developing and motivating staff while promoting teamwork
Work with the Quality Team to address quality issues and improve performance
Use the JIRA ticketing system to capture data and generate reports
Review and act on daily performance metrics
Provide direction to staff members regarding operational issues
Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365
Perform agent activities when necessary - handle customer calls/web submits
Work with the Service Desk Trainer to recommend and create training opportunities
Promote teamwork and skill sharing between other groups and the Service Desk teams
Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
Responsible for meeting and communicating program milestones and deliverables.
Develops and maintains project plans and schedules.

WHAT YOU'LL NEED TO SUCCEED:
Education: Bachelor of Arts/Bachelor of Science
Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years' experience supervising Service Desk employees; experience leading people and managing cross-functional team; proven experience developing strategies to mitigate issues and risks; excellent leadership, decision-making, verbal/written communication, presentation, and interpersonal skills to effectively lead cross-functional teams in a fast-paced environment
Security Clearance Level: Active Top Secret with eligibility for SCI
Certification: ITIL v3 or ITIL v4 Certification and a Security+ and a PMP certification
Security Clearance Level: Active Top Secret
Location: Downtown DC; 100% onsite

GDIT IS YOUR PLACE:
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you 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 holidays
#GDITpriority
The likely hourly rate for this position is between $56.24 - $46.99. 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:
10-25% 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.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.





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Seize your opportunity to make a personal impact as a Service Desk Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.


At GDIT, people are our differentiator. As a Service Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Program Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.


HOW A SERVICE DESK PROGRAM MANAGER WILL MAKE AN IMPACT

Provide program support as a Service Desk Supervisor
Supervise 45 Service Desk Technicians Tier 1 and 1.5.
Responsible for the daily operation of the Service Desk team
Manage the daily activities of the assigned team
Responsible for developing and motivating staff while promoting teamwork
Work with the Quality Team to address quality issues and improve performance
Use the JIRA ticketing system to capture data and generate reports
Review and act on daily performance metrics
Provide direction to staff members regarding operational issues
Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365
Perform agent activities when necessary - handle customer calls/web submits
Work with the Service Desk Trainer to recommend and create training opportunities
Promote teamwork and skill sharing between other groups and the Service Desk teams
Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.
Responsible for meeting and communicating program milestones and deliverables.
Develops and maintains project plans and schedules.



WHAT YOU'LL NEED TO SUCCEED:

Education: Bachelor of Arts/Bachelor of Science
Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years' experience supervising Service Desk employees; experience leading people and managing cross-functional team; proven experience developing strategies to mitigate issues and risks; excellent leadership, decision-making, verbal/written communication, presentation, and interpersonal skills to effectively lead cross-functional teams in a fast-paced environment
Security Clearance Level: Active Top Secret with eligibility for SCI
Certification: ITIL v3 or ITIL v4 Certification and a Security+ and a PMP certification
Security Clearance Level: Active Top Secret
Location: Downtown DC; 100% onsite



GDIT IS YOUR PLACE:
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you 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 holidays