Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret/SCI

Clearance Level Must Be Able to Obtain:
Top Secret/SCI

Public Trust/Other Required:
None

Job Family:
Technical Support Services

Job Qualifications:

Skills:
Customer Service, Help Desk Management, Service Desk Management
Certifications:
CompTIA Security+ CE | CompTIA - CompTIA
Experience:
5 + years of related experience
US Citizenship Required:
Yes

Job Description:

Shift Options:

2nd Shift: Monday - Friday 4:00pm - 12:00am

3rd Shift: Monday - Friday 10:00pm - 6:00am

The Naval Criminal Investigative Service (NCIS) is an organization of approximately 2,000 personnel of which 700 serve at HQ and the remaining staff serve at offices worldwide. NCIS is the DON component with primary responsibility for criminal investigation, law enforcement (LE), counter-terrorism (CT), counterintelligence (CI), and cyber matters. NCIS not only has primary responsibility for all criminal investigative, CI, CT, and cyber matters within the DON, but it also has exclusive investigative jurisdiction in non-combat matters involving actual, potential, or suspected criminal, terrorism, sabotage, espionage, and subversive activities.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Manager, the work you'll do at GDIT will be impactful to the mission of the NCIS ITD organization in Quantico, VA.

• This position is responsible for leading and managing a team of User Support Specialists, ensuring the efficient and effective delivery of IT support services across the organization.
• Oversee the generation and management of service request and incident tickets, ensuring timely resolution and closure while maintaining accurate tracking of action items and referrals.
• Provide excellent customer service across all organizational levels, addressing technical issues related to hardware, software, network, system/application access, and telecommunications.
• Oversee the provision of phone support within organizational and industry standards and ensure the collection of relevant technical and personal information for effective escalation of incidents as required.
• Further responsibilities include: assigning and overseeing the installation and maintenance of end-user devices, including desktops, laptops, printers, peripherals, and mobile devices, ensuring proper functionality and security; maintaining an up-to-date database of IT equipment;
• Oversee troubleshooting efforts conducted by the team, ensuring the effective consultation with users via phone, email, or self-service tickets.
• Leverage problem-solving skills to diagnose, identify, and analyze issues using standard operating procedures, established knowledge base, and historical data.
• Ensure appropriate escalation and routing of issues to specialists, monitoring follow-up, and verifying updates within the ticketing system.
• Identify recurring issues and notifying management of patterns.
• Foster collaboration between the support team, system/network administrators, and developers to resolve complex technical issues.

WHAT YOU'LL NEED TO SUCCEED:

Bring your help desk expertise along with a drive for innovation to GDIT. Our Help Desk Manager must have:

• Security Clearance Level: Active TS/SCI clearance.
• Required Experience: 5 years of Help Desk management experience working in the IT field supporting systems and users.
• Demonstrated ability to communicate orally and in writing, and displays a positive customer service attitude.
• Experience with ITIL is preferred.
• Required Certifications: CompTIA Security+ CE
• Education: BS Degree in technical discipline. An additional 2 years of experience are required without a Degree.
• Location: Onsite at Quantico, VA
• Shift Options:
• 2nd Shift: Monday - Friday 4:00pm - 12:00am
• 3rd Shift: Monday - Friday 10:00pm - 6:00am
• US Citizenship required

#NCIScareers

The likely salary range for this position is $122,400 - $165,600. 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.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Onsite

Work Location:
USA VA Quantico

Additional Work Locations:

Total Rewards at GDIT:
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.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.