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# 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:** October 26, 2026
- **Apply:** https://www.dcjobsite.com/job.asp?id=3467223643&tx=FL535FFL&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## 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.