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General Dynamics Information Technology Manager - 100+ Person IT Service Desk / Contact Center in Durham, North Carolina

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: MBI Full 5C (T3)

Job Family: Help Desk

Service Desk Manager

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Service Desk Manager joining our team to support an important federal customer’s IT help desk activities.

At GDIT, we foster a people-centric environment. As a Service Desk Manager supporting our client, you will be trusted to manage Help Desk and technical support for all facets of operations for computer, network, communications, and hardware/software infrastructure technologies. In this role, a typical day will include:

  • Collaborating with the customer, vendors and partners to maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs) and support technology modernization efforts.

  • Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude

  • Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests

  • Acts as primary technical customer service point of contact for the government customer, and provides reports and other deliverables or information that facilitates the Government mission

  • Analyzing call volume supply and staffing demand-forecasting reports to inform business decisions

Your success will be measured through successfully meeting or exceeding customer defined Service Level Agreements against multiple performance metrics, and Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that have yielded improvements in customer satisfaction and resulted in cost reductions

WHAT YOU’LL NEED:

  • Bachelor’s degree, preferably in business or related field from an accredited university

  • 5 or more years of recent and related managerial experience in an end-to-end service desk, contact center or other managed service environment

  • Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.

  • Demonstrated experience with implementing SLAs and performance metrics on a service desk or contact center program of 100 to 500 Agents, within the last 5 years

  • Knowledge of ITIL v4 and ITIL v3 or v4 certification, Foundations or higher.

  • Certified ITIL® Intermediate Level Certification (or better).

  • A PMP or equivalent certification is required.

  • Help Desk Institute or Service Desk Institute Service Desk Manager Certification.

  • Familiar with Service Desk and ITSM technologies including:

  • ServiceNow

  • Automatic Call Distribution (ACD)/Interactive Voice Response (IVR) solutions, such as NICE InContact

  • Robotic Process Automation (RPA) tools like UiPath Process Runner, Automation Anywhere, Pega RPA; Blue Prism, or Kryon

  • AI or Intelligent Virtual Agents (IVA) such Amelia, Resolve (resolve.ai), Avaamo (avaamo.ai)

WHAT GDIT CAN OFFER YOU:

  • Full-flex work week

  • 401K with company match

  • Customizable health benefits packages

  • Collaborative teams of highly motivated critical thinkers and innovators

  • Internal mobility team dedicated to helping you own your career

  • Rewards program for high-performing employees

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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