Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret

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, Information Technology (IT) Support, Microsoft Office
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
Yes

Job Description:

The Unclassified Help Desk Manager oversees a team of help desk technicians supporting unclassified systems across the organization. This individual is responsible for managing, mentoring, and developing technical support staff to ensure high-quality service delivery. The manager will drive continuous improvement in help desk operations, streamline workflows, and ensure that support processes align with organizational goals and compliance standards.

How an Unclassified Help Desk Manager Will Make an Impact:
• Act as the senior manager for unclassified help desk operations, providing leadership and guidance to technicians and newly promoted team leads.
• Manage a team of help desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems.
• Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately.
• Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies.
• Plan, prioritize, and coordinate help desk activities to maximize resolution rates and minimize downtime.
• Develop and implement training programs to enhance technician skills and improve customer service outcomes.
• Analyze help desk performance metrics and identify opportunities for process optimization and tool enhancements.
• Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services.
• Simulate or replicate user-reported problems to identify root causes and implement effective solutions.
• Recommend system and workflow improvements to reduce recurring issues and improve overall user experience.

Scope: Supervises a small to mid-sized team focused on unclassified help desk operations. The role involves managing a moderately complex technical environment, emphasizing operational efficiency, service quality, and continuous improvement.

WHAT YOU'LL NEED TO SUCCEED:

• Required Experience: DESIRED QUALIFICATIONS: 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 with SCI Eligibility
• Required Skills and Abilities: Must be able to pass a basic English Language assessment test
• Preferred Skills: BS/BA Highly Desired
• Location: On Customer Site, Washington, District of Columbia - This service desk is 24/7/365, occasional shift work may be required.

• Flexible work schedule
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

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.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

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.