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    Service Desk Manager - Colorado Springs, United States - General Dynamics Information Technology

    General Dynamics Information Technology
    General Dynamics Information Technology Colorado Springs, United States

    3 weeks ago

    General Dynamics Information Technology background
    Technology / Internet
    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:
    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.


    Required Experience:
    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

    Required Education and Experience
    Bachelor's degree or equivalent
    CompTIA Security+ce or equivalent IAT Level II certification
    5 yrs. of IT experience


    Security Clearance Level:
    Must be US Citizen
    TS/SCI


    Required Skills and Abilities:
    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


    Preferred Skills:
    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.


    Location:
    Colorado Springs, CO


    GDIT IS YOUR PLACE:
    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.

    Work Requirements


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    Years of Experience
    5 + years of related experience

    * may vary based on technical training, certification(s),

    or

    degree


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    Certification

    Travel Required
    10-25%


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    Citizenship
    U.S. Citizenship Required

    Salary and Benefit Information
    The likely salary range for this position is $80,226 - $133,973. 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.

    View information about benefits and our total rewards program.
    About Our Work

    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.

    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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