Scientific IT Service Desk Manager

GDIT is seeking a Scientific IT 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:Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow.Coordinate with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high-quality

support.Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments. Required Qualifications:Bachelors degree in a related field (preferred) or equivalent experience.At least three years of experience managing a multitier IT service desk in research or scientific computing environments.Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.Proficiency with IT service management (ITSM) platforms such as ServiceNow and familiarity with incident, problem, change, and configuration management.Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support.Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments. Desired Qualifications:Experience leading technology modernization or service improvement initiatives in researchintensive organizations.Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.Proven ability to build longterm relationships with scientific stakeholders and translate research needs into IT support strategies.Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.Experience optimizing service desk operations through analytics, workflow automation, or ITILaligned continuous improvement. #GDITFedHealthJobs GDIT IS YOUR PLACE:Full-flex work week to own your priorities at work and at home401K with company matchComprehensive health and wellness packagesInternal mobility team dedicated to helping you build your skills and own your careerProfessional growth opportunities including paid education and certificationsCutting-edge technology you can learn from Rest and recharge with paid vacation and 10 company-paid holidays