Help Desk Manager

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret/SCI Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Help Desk Software, Information Technology (IT) Systems, Troubleshooting Certifications: None Experience: 7 + years of related experience US Citizenship Required: Yes Job Description: Help Desk Manager – TS/SCI RequiredMake meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Help Desk Manager with for a career where your growth is just as important as the mission you support.MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Manager , the work you’ll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM). • Lead/Deliver: Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues. • Collaborate: Work alongside support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements. • Innovate: Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency. RESPONSIBILITIES • Manage all activities related to the staffing, operation, and performance of an enterprise help desk. • Develop schedules, prioritize tasks, and ensure continuity of service delivery. • Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services. • Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements. • Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively. • Evaluate help desk systems and recommend efficiencies or enhancements as needed. • Resolve escalated inquiries and more complex technical issues. • Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests. • Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations. • Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed. • Provide support for implementation, troubleshooting, and maintenance of IT systems. • Manage IT system infrastructure and related processes, ensuring consistent operational reliability. • Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices. • Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation. • Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues. • Document incidents and their solutions in an incident database. WHAT YOU’LL NEED TO SUCCEED: • Education: Associate’s degree • Experience: 7+ years of related experience • Technical skills: • Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration. • Experience with Active Directory functions (e.g., unlocking accounts, creating accounts). • Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration. • Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred. • Working knowledge of network operations (NOSC) and related support processes. • Security clearance level: TS/SCI • US citizenship required • Required Certification(s): • DoW 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract • IAT II 8570/8140 Baseline Certification Security+ or equivalent • Computing Env: Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.) • ​ Role Requirements : • On customer site daily support • Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity • Travel may be required to support the mission GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. • Growth : AI-powered career tool that identifies career steps and learning opportunities • Support: An internal mobility team focused on helping you achieve your career goals • Rewards : Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off • Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work. #GDITINSCOM #I2TS4 #GDITArmy The likely salary range for this position is $85,000 - $115,000. 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 NC Fort Bragg 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 contribu