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**Req ID:** RQ210317

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** Top Secret

**Public Trust/Other Required:** None

**Job Family:** IT Infrastructure and Operations

Skills:

Continuous Improvement,Cost Effectiveness Analysis,Information Technology Infrastructure Library (ITIL),Microsoft Windows,Planning

Certifications:

ITIL 4 Foundation | PeopleCert - PeopleCert

Experience:

8 + years of related experience

US Citizenship Required:

Yes

Job Description:

INFORMATION SYSTEMS SR MANAGER

The Deskside Support Manager is responsible for leading a team of IT professionals who deliver Tier 2 customer support and endpoint services to Department of State users across multiple locations. This position requires strong leadership, technical knowledge, and experience managing service delivery in accordance with ITIL best practices. The Deskside Support Manager ensures operational excellence, drives continuous improvement, and partners with other service and functional managers to maintain a high level of customer satisfaction.

Primary Responsibilities:

+ **Lead and Supervise:** Manage and mentor a team of deskside support technicians providing hands-on technical assistance, ensuring adherence to service level targets, and maintaining high-quality end-user support.

+ **Operational Oversight:** Monitor daily operations, manage workload distribution, and ensure timely resolution of incidents, requests, and escalations through ServiceNow or equivalent ITSM tools.

+ **Process Management:** Develop, implement, and enforce policies, procedures, and standard operating processes that align with ITIL 4 principles and organizational objectives.

+ **Performance & Scheduling:** Establish team schedules, monitor technician performance, and conduct regular reviews to ensure compliance with key performance indicators (KPIs).

+ **Collaboration:** Partner with other service areas—including Citrix, IT Mart, Supply Chain Management, and Mobile/Remote Support—to coordinate issue resolution and service delivery.

+ **Continuous Improvement:** Stay current on emerging technologies and industry best practices; identify opportunities to enhance efficiency, automation, and customer experience.

+ **Vendor & Asset Coordination:** Oversee vendor interactions, equipment ordering, and billing reconciliation to ensure timely and cost-effective service delivery.

+ **Training & Development:** Ensure all team members receive necessary technical and customer service training; promote professional development and certification attainment.

Scope of Role:

+ Supervises a small to mid-sized team focused on deskside support and related service disciplines.

+ Moderate operational complexity with high visibility to program leadership and federal stakeholders.

+ Direct reports are typically non-exempt IT professionals.

Education and Experience:

+ Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

+ Minimum of 8 years of IT experience, including 3+ years in a leadership or supervisory capacity within an IT service delivery environment.

+ Experience managing service operations within a large enterprise or government program preferred.

+ ITIL 4 certification and/or CompTIA certifications (A+, Network+, Security+) required.

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $91,811 - $120,750. 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 consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 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 capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans