Service Desk Program Manager - Washington, United States - General Dynamics Information Technology

General Dynamics Information Technology
General Dynamics Information Technology
Verified Company
Washington, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Type of Requisition:
Regular


Clearance Level Must Currently Possess:
Top Secret

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


Suitability:

Public Trust/Other Required:

Job Family:
Program Management


Job Qualifications:

Skills:
Hiring, People Management, Strategic Planning


Certifications:

Experience:

10 + years of related experience


US Citizenship Required:
Yes


Job Description:

Seize your opportunity to make a personal impact as a Service Desk Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Service Desk Program Manager you will help ensure today is safe and tomorrow is smarter.

Our work depends on Program Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement.

When we succeed, you succeed and together our best becomes better.


HOW A SERVICE DESK PROGRAM MANAGER WILL MAKE AN IMPACT- Provide program support as a Service Desk Supervisor- Supervise 45 Service Desk Technicians Tier 1 and 1.- Responsible for the daily operation of the Service Desk team- Manage the daily activities of the assigned team- Responsible for developing and motivating staff while promoting teamwork- Work with the Quality Team to address quality issues and improve performance- Use the JIRA ticketing system to capture data and generate reports- Review and act on daily performance metrics- Provide direction to staff members regarding operational issues- Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365- Perform agent activities when necessary - handle customer calls/web submits- Work with the Service Desk Trainer to recommend and create training opportunities- Promote teamwork and skill sharing between other groups and the Service Desk teams- Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.- Provide financial management oversight for the Task Order and maintain budget guidelines and schedules.- Responsible for meeting and communicating program milestones and deliverables.- Develops and maintains project plans and schedules.


WHAT YOU'LL NEED TO SUCCEED:

  • Education: Bachelor of Arts/Bachelor of Science
Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years' experience supervising Service Desk employees; experience leading people and managing cross-functional team; proven experience developing strategies to mitigate issues and risks; excellent leadership, decision-making, verbal/written communication, presentation, and interpersonal skills to effectively lead cross-functional teams in a fast-paced environment- Security Clearance Level: Active Top Secret with eligibility for SCI- Certification: ITIL v3 or ITIL v4 Certification and a Security+ and a PMP certification- Security Clearance Level: Active Top Secret- Location: Downtown DC; 100% onsite


GDIT IS YOUR PLACE:

  • 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
  • Cuttingedge technology you can learn from
  • Rest and recharge with paid vacation and holidays
GDITpriority

The likely hourly rate for this position is between $ $46.99. 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:
10-25%


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.


We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day.

We creat
More jobs from General Dynamics Information Technology
See all jobs of General Dynamics Information Technology