Tier II Deskside Manager

Seize your opportunity to make a personal impact as a Tier II Deskside Manager supporting the National Institutes of Health (NIH) . At GDIT, people are our differentiators-your leadership will help deliver exceptional endpoint support to one of the world’s premier scientific and research institutions.

As the Tier II Deskside Manager, you will oversee all activities related to the staffing, operations, and performance of the deskside support team. You will drive continuous improvement, ensure service excellence, and support a dynamic, fast-paced environment where technology directly enables scientific discovery.

ABOUT THE TEAM

The Deskside Support Team provides comprehensive endpoint support across NIH, covering:

• Desktop and laptop systems running Windows 11, Apple macOS, and Linux/UNIX

• Mobile devices including iOS and Android tablets and smartphones

Operating in NIH’s digitally driven scientific environment, the team relies on a suite of tools and technologies that streamline workflows, support real-time collaboration, and enhance user experience. These tools enable effective ticket management, automated processes, and rapid response to user needs while supporting enterprise-level service delivery.

HOW A TIER II DESKSIDE MANAGER WILL MAKE AN IMPACT

• Plan, prioritize, and schedule deskside support activities to ensure continuous, consistent, and high-quality service delivery.

• Manage and report on SLAs and SLOs, ensuring performance targets are achieved or exceeded.

• Provide leadership, coaching, and guidance to deskside technicians; promote a culture of accountability, teamwork, and customer-first service.

• Analyze incident and request trends to identify recurring issues and recommend proactive solutions.

• Ensure staff appropriately document work, maintain asset and ticket data accuracy, and leverage ITSM tools effectively.

• Develop and maintain troubleshooting guides, knowledge articles, and operational playbooks to support repeatable, efficient service.

• Evaluate help desk processes and workflows for efficiency, recommending improvements and supporting implementation.

• Serve as the escalation point for complex technical issues, providing guidance and resolution support.

• Collaborate with cross-functional IT teams to coordinate escalations, share insights, and improve end-user experiences.

Help Desk Management,IT Help Desk,ServiceNow Incident Management,SLA Management, 5 + years of related experience, * Bachelor’s degree in a technical or related field.

• More than 5 years of IT experience with an active IT management certification (ITIL Intermediate, CCMP, CAPM, or comparable).

• Demonstrated ability to lead technical teams in a fast-paced environment.

• Excellent verbal and written communication skills, with the ability to work effectively with all organizational levels.

• Strong organizational skills and the ability to manage multiple tasks, projects, and priorities under time constraints.

• Ability to understand technical concepts and communicate them clearly to both technical and non-technical audiences.

• Experience developing and implementing strategies that improve IT efficiency, user satisfaction, or operational performance.

• Familiarity with SDLC and Agile methodologies.

• Hands-on experience with ITSM platforms such as ServiceNow.

• Strong experience supporting macOS environments.

Security Clearance:

• Must be able to obtain and maintain an NIH Public Trust clearance.

• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities.
• Cutting-edge technology you can learn from.

The likely salary range for this position is $111,155 - $150,385. 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.

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 technology solutions 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 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

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