Help Desk Manager

As a Help Desk Manager, the work you'll do at GDIT will be impactful to the mission of the NCIS ITD organization in Quantico, VA.

• This position is responsible for leading and managing a team of User Support Specialists, ensuring the efficient and effective delivery of IT support services across the organization.
• Oversee the generation and management of service request and incident tickets, ensuring timely resolution and closure while maintaining accurate tracking of action items and referrals.
• Provide excellent customer service across all organizational levels, addressing technical issues related to hardware, software, network, system/application access, and telecommunications.
• Oversee the provision of phone support within organizational and industry standards and ensure the collection of relevant technical and personal information for effective escalation of incidents as required.
• Further responsibilities include: assigning and overseeing the installation and maintenance of end-user devices, including desktops, laptops, printers, peripherals, and mobile devices, ensuring proper functionality and security; maintaining an up-to-date database of IT equipment;
• Oversee troubleshooting efforts conducted by the team, ensuring the effective consultation with users via phone, email, or self-service tickets.
• Leverage problem-solving skills to diagnose, identify, and analyze issues using standard operating procedures, established knowledge base, and historical data.
• Ensure appropriate escalation and routing of issues to specialists, monitoring follow-up, and verifying updates within the ticketing system.
• Identify recurring issues and notifying management of patterns.
• Foster collaboration between the support team, system/network administrators, and developers to resolve complex technical issues.

Bring your help desk expertise along with a drive for innovation to GDIT. Our Help Desk Manager must have:

• Security Clearance Level: Active TS/SCI clearance.

• Required Experience: 5 years of Help Desk management experience working in the IT field supporting systems and users.

• Demonstrated ability to communicate orally and in writing, and displays a positive customer service attitude.

• Experience with ITIL is preferred.

• Required Certifications: CompTIA Security+ CE

• Education: BS Degree in technical discipline. An additional 2 years of experience are required without a Degree., 5 + years of related experience

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

CompTIA Security+ CE | CompTIA - CompTIA Travel Required

2nd Shift: Monday - Friday 4:00pm - 12:00am

3rd Shift: Monday - Friday 10:00pm - 6:00am, * 2nd Shift: Monday - Friday 4:00pm - 12:00am

• 3rd Shift: Monday - Friday 10:00pm - 6:00am
• US Citizenship required

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 in software development at GDIT and you'll find endless opportunities to grow alongside colleagues who share your dedication to advancing innovation.

#NCIScareers

Work Requirements

Years of Experience, The likely salary range for this position is $122,400 - $165,600. 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.

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., Transform technology into opportunity as a Help Desk Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate., The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities., We are GDIT. A global technology and professional services company that delivers technology 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 over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.