- Guide and lead team members to deliver products and services that meet or exceed customer requirements.
- Manage customer issues through the ITSM tiers 1, 2, and 3 lifecycles.
- Manage and train resources to ensure quality and consistency of service to customers.
- Maintain complete and accurate customer correspondence data.
- Assist in making operational decisions as required.
- In conjunction with Service Owners, create training guides, frequently asked questions (FAQs), and internal and customer facing best practice products.
- Identify and develop problem solving methodologies to resolve customer issues.
- A solid enterprise IT, cyber, and program management background and experience
- Experience in DoD IT enterprise; understanding of DoD IT directives and guidelines
- Able to communicate to all levels of internal, military, and customer management
- Experience working with ITIL-Compliant Service Desk Systems, like incident tracking, ticket management, service request management, self-help, or automation tools.
- Experience developing, implementing, optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
- Service desk ITSM (Tiers 1-3) support experience
- Bachelor's degree or equivalent
- CompTIA Security+ce or equivalent IAT Level II certification
- 5 yrs. of IT experience
- Must be US Citizen
- TS/SCI
- Strong written and oral communication skills
- Managing performance-based customer service against multiple SLA requirements
- Implementing optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
- Experience and familiar with DoD Enterprise Service Management Frameworks (DESMF)
- Strong understanding of service desk KPIs and Metrics. Experience with dashboard development and/or data input.
- Managed/support accounts, training, distribution of mobile communications, computer devices, tablets, smart phones, or classified laptops.
- Experience managing teams supporting 24/7 operations
- Management and leadership of teams w/ 10+ employees
- Experience with NORAD/NORTHCOM.
- Colorado Springs, CO
- Full-flex work week to own your priorities at work and at home.
- 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.
-
Help Desk Manager
3 weeks ago
CompQsoft Colorado Springs, United StatesJob Title: Help Desk Manager · Location: Colorado Springs, Colorado (Onsite work with some flexibility) · Full-time job with salary and benefits · Certification: Any one of the IAT Level II certifications (Security+ CE, CCNA-Security, , , SSCP) · Security Clearance: Secret · ...
-
Help Desk Manager
3 weeks ago
COMPQSOFT, Inc Colorado Springs, United StatesJob Description · Job DescriptionJob Title: Help Desk Manager · Location: SSFB · Full-time job with salary and benefits · Certification: Any one of the IAT Level II certifications (Security+ CE, CCNA-Security, GICSP, GSEC, SSCP) · Security Clearance: Secret · Responsibilities: · ...
-
Service Desk Manager
3 weeks ago
General Dynamics Information Technology Colorado Springs, United StatesReq ID: RQ173006 · Type of Requisition: Regular · Clearance Level Must Be Able to Obtain: Top Secret/SCI · Job Family: Help Desk · Skills: · Customer Service,Group Problem Solving,IT Service Desk,People Management,Service Desk · Experience: · 5 + years of related experience · US ...
-
Service Desk Manager
1 week ago
General Dynamics Information Technology Colorado Springs, United StatesHelp Desk Manager. Seize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career Service Desk, Manager, Total ...
-
Service Desk Manager
1 week ago
General Dynamics Information Technology Colorado Springs, United StatesHelp Desk ManagerSeize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. While you help us advance the ...
-
Service Desk Manager
2 weeks ago
General Dynamics Information Technology Colorado Springs, United StatesHelp Desk Manager · Seize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. While you help us advance t ...
-
Service Desk Manager
2 weeks ago
General Dynamics Information Technology Colorado Springs, United StatesJob Description · Help Desk Manager · Seize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. While you ...
-
Help Desk Manager
3 weeks ago
COMPQSOFT, Inc Colorado Springs, United StatesJob Description · Job DescriptionJob Title: Help Desk Manager · Location: Colorado Springs, Colorado (Onsite work with some flexibility) · Full-time job with salary and benefits · Certification: Any one of the IAT Level II certifications (Security+ CE, CCNA-Security, GICSP, GSEC, ...
-
Front Desk Assistant Manager OEM
4 weeks ago
Aimbridge Hospitality Colorado Springs, United StatesSalary starting at $55,000 OEM (based on experience)The ideal candidate will primarily cover mid-shift including weekends. Flexibility is required based on business needs. The Front Desk Assistant Manager OEM oversees a team of agents with an emphasi Assistant Manager, Front Desk ...
-
Front Desk Assistant Manager OEM
4 weeks ago
Aimbridge Hospitality Colorado Springs, United StatesJob Summary · Salary starting at $55,000 OEM (based on experience) · The ideal candidate will primarily cover mid-shift including weekends. Flexibility is required based on business needs. · The Front Desk Assistant Manager OEM oversees a team of agents with an emphasis on managi ...
-
Service Desk Manager with Security Clearance
2 weeks ago
General Dynamics Information Technology Colorado Springs, United StatesREQ#: RQ173006 Requisition Type: Pipeline Your Impact Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense's mission to keep our country safe and secure. Job Description Help Desk Manager Seize your o ...
-
Service Desk Engineer
3 weeks ago
Peraton Colorado Springs, United States Full timeResponsibilities · We are hiring Service Desk Engineers supporting on program in Colorado Springs, Colorado. · Provides Service Desk Engineering technical support and analysis to field engineers and customers. Provides technical advice and guidance on installation, adaptation, c ...
-
Service Desk Agent
3 weeks ago
Peraton Colorado Springs, United States Full timeResponsibilities · We are hiring Service Desk Engineers supporting our program in Colorado Springs, Colorado. · Provides Service Desk Engineering technical support and analysis to field engineers and customers. Provides technical advice and guidance on installation, adaptation, ...
-
ASC Front Office Specialist
1 day ago
Solaris Health Holdings LLC Colorado Springs, United StatesCSUA is a Place Where: · You will thrive if you have a passion for empowering and advocating for people while providing the best care possible · You will impact others by working in partnership with people, families, and community partners to strengthen patient outcomes and allow ...
-
Communication Technician
2 days ago
Apex Systems Colorado Springs, United StatesCommunication Technician · Location: Peterson SFB, Colorado Springs, CO · Onsite requirements: Onsite · Must have skills/experience/certs and/or technologies: · Must hold an active Top Secret security clearance with ability to obtain Top Secret/SCI clearance. · Must hold current ...
-
Hotel Front Desk Agent
3 weeks ago
Doubletree by Hilton Colorado Springs Colorado Springs, United StatesWe're looking for a positive and professional hotel front desk agent to deliver an exceptional experience to every guest at our hotel. You'll welcome guests, manage their information, distribute their keys and room assignments, and answer any general inquiries to ensure they have ...
-
Vision Source, LP Colorado Springs, United States Full time (Hourly)Why You'll Love This Job · If you're a team player excited by the latest vision care technologies and passionate about customer service, you belong at Mountain View Vision We are searching for an energetic addition to our family. · Our growing office strives to create a profess ...
-
Help Desk Analyst II
3 days ago
Jacobs Colorado Springs, United States Full time-RegularHelp Desk Analyst II - NISSC II-(ADV0008P6) Your Impact: MISSION STATEMENT: · Seeking a Help Desk Analyst II to support the NISSC II contract. Your career enables NISSC to fulfill its mission to "provide classified communications and processing for Command and Control (C2) ...
-
Help Desk Analyst II
4 weeks ago
Jacobs Colorado Springs, United States Full time-RegularHelp Desk Analyst II - NISSC II-(ADV0008P6) Your Impact: MISSION STATMENT: · Jacobs is seeking a Help Desk Analyst II to support the NISSC II contract. Your career at Jacobs enables NISSC to fulfill its mission to "provide classified communications and processing for Comman ...
-
IT Operations Manager
4 days ago
Peraton Colorado Springs, United States Full timeResponsibilities · Peraton is hiring an IT Operations Manager to assist with managing the day-to-day IT activities for an enterprise program in Colorado Springs, CO at Peterson AFB or could be worked from Hanscom AFB or Scott AFB. This position will report directly to the Technol ...
Service Desk Manager - Colorado Springs, United States - General Dynamics
Description
Responsibilities for this PositionLocation: USA CO Colorado Springs - - Customer Proprietary (COC067)
Full Part/Time: Full time
Job Req: RQ173006
Type of Requisition:
Pipeline
Clearance Level Must Currently Possess:
Top Secret/SCI
Clearance Level Must Be Able to Obtain:
Top Secret/SCI
Suitability:
Public Trust/Other Required:
Job Family:
Help Desk
Job Qualifications:
Skills:
Customer Service, Group Problem Solving, IT Service Desk, People Management, Service Desk
Certifications:
Experience:
5 + years of related experience
US Citizenship Required:
Yes
Job Description:
Help Desk Manager
Seize your opportunity to make a personal impact as a Service Desk Manager for Enterprise IT Solutions in Colorado Springs, CO. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. While you help us advance the mission, we'll help advance your career.
General Dynamics Information Technology, a world leader in Defense IT Systems Integration and Services is seeking a Service Desk Manager ensure outstanding customer satisfaction by maintaining strong working relationships with customers. This individual must possess strong leadership, communication, planning skills, and have a broad IT background in systems, servers, networks, and hardware experience gained in managing and delivering critical IT services.
Responsibilities:
Scheduled Weekly Hours:
40
Travel Required:
10-25%
Telecommuting Options:
Onsite
Work Location:
USA CO Colorado Springs
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 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 30 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.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
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.
PI
Back To Search ResultsGDIT supports and secures some of the most complex government, defense, and intelligence projects across the country.