Help Desk / Tech Support Assistant Manager- Active TS Required - Chantilly, VA
Company: General Dynamics
Posted on: June 10, 2021
Responsibilities for this Position
Location: USA VA Chantilly
Full Part/Time: Full time
Job Req: RQ88638
Type of Requisition:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph
Public Trust/Other Required:
GDIT is seeking a Top Secret clearedHelp Desk Assistant
Managerto oversee a Tier 1 Service Desk operation. Successful
candidates will be a highly organized team player with strong
written and oral communication skills and the ability to prioritize
challenges on multiple fronts to drive results with an emphasis on
- Supporting a user base >50k worldwide operating in
classified and unclassified network domains
- Capable of handling a call volume between 30k to 40k calls per
- Experienced in managing a team of ~50 employees across multiple
- Capable of delivering efficient and timely first and second
tier support within required timeframes of service level
- In possession of an "active" top secret clearance with
eligibility for a CI polygraph
- Supervises the activities and personnel associated with
providing technical services to customers by identifying,
prioritizing, and confirming resolution of reported problems with
desktop, laptop, and networked systems.
- Ensure that all phases of support are properly coordinated,
monitored, tracked, and resolved.
- Create and manage escalation procedures and ensures service
levels are maintained.
- Document, track, and monitor problems to ensure resolution in a
- Develop information technology projects and provides strategic
management and objectives for the department.
- Select, develop, and evaluate personnel to ensure the efficient
operation of help desk functions.
- Present infrastructure improvement recommendations (minor or
significant) based on request trends.
- Oversee development and dissemination of knowledge articles,
SOPs, scripts, usage guides, and FAQ lists for end users.
- Oversee the development, implementation, and administration of
service desk staff training procedures and policies.
- Manage and lead incident and request management processes,
including queue management, ticket assignments, and escalation
- Manage program risk and issues with customers, team leaders,
and corporate management
- Oversee IT asset management for the program
- Supports continuous improvement through measuring and
evaluating processes and incorporating feedback into regular
- A minimum of 5+ years' managing enterprise IT infrastructure
and applications support programs in excess of $10m per year
- Leading and managing personnel in a geographically dispersed,
- Managing performance-based customer service against multiple
- Implementing optimizing, standardizing, and streamlining
policies, processes, and standard operating procedures
- Utilizing and customizing service desk tools and technologies
(ITSM, Remote Management / Monitoring, and Automated Call
Distribution) to improve program performance and satisfy customer
needs. Service Manager and Ring Central experience a plus.
Scheduled Weekly Hours:
Less than 10%
Some Telecommuting Allowed
USA VA Chantilly
Additional Work Locations:
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.nnGDIT 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
Keywords: General Dynamics, Chantilly , Help Desk / Tech Support Assistant Manager- Active TS Required - Chantilly, VA, Other , Chantilly, Virginia
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