> Markdown version of [/jobs/ext/2105400-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/2105400-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** General Dynamics Information Technology - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $110,500.0 - $149,500.0 - **Contract:** Permanent contract - **Skills:** CompTIA Security+, Information Technology, Servicenow - **Published:** August 18, 2026 - **Apply:** https://dejobs.org/x/x/7ECD8BFFFA4542E2915AE48CDFD16586/job/ ## About the Role Problem Management,Service Level Agreement (SLA),Technical Issues Experience: 9 + years of related experience, * Required Experience: BA/BS (or equivalent experience), 5+ years of experience * Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting * Security Clearance Level: Active Top Secret or DOE Q * Citizenship: Must be a U.S. citizen * BS/BA * ServiceNow experience * Excellent customer service skills including experience supporting C-Suite and other VIP levels * Location: Full-time, on-site at customer location in Washington, DC. ## Description Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide. At GDIT, people are our differentiator. As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment. Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth. When we succeed, you succeed-and together our best becomes better. HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT * Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment. * Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States * Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery. * Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians. * Establish and enforce help desk processes, workflows, and security protocols required for classified operations. * Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment. * Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency. * Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow. * Coordinate service restoration activities to return IT services to normal operation as quickly as possible. * Report significant system issues or operational concerns to upper management to ensure visibility and timely response. * Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds. * Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [Organizational Change Through The Power Of Why - DevSecOps Enablement](https://www.wearedevelopers.com/videos/478-organizational-change-through-the-power-of-why-devsecops-enablement) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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