Service Desk Program Manager - PMP ITIL and Active Top Secret required
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 1.5.
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
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
GDITpriority
The likely hourly rate for this position is between $56.24 - $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 :
Travel Required : 10-25%
10-25%
T elecommuting Options :
Onsite
Work Location : USA DC Washington
USA DC Washington
Service Desk Program Manager - Active Top Secret required
ITIL v3 or ITIL v4 Certification and a Security+ and a PMP certification. Promote teamwork and skill sharing between other groups and the Service Desk teams. Service Desk experience with a minimum of 5+ years’ experience leading aService Desk. As a Program Manager you will help ensure today is safe ...
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