Location: Washington,DC, USA
Responsibilities for this Position
Location: Any Location / Remote
Full Part/Time: Full time
Job Req: RQ190671
Type of Requisition:
Regular
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
None
Public Trust/Other Required:
Other
Job Family:
Information Systems Management
Job Qualifications:
Skills:
Customer Experience Management, Information Technology (IT) Services, Information Technology Infrastructure Library (ITIL), ITSM, Service Desk Management
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
No
Job Description:
Own your opportunity to revolutionize IT service delivery at for GDIT and its Customers. Make a strategic and operations impact for all customer experience matters and spearhead evolution from traditional IT support to an innovative, omnichannel service model. This key leadership role drives both the strategic vision and operational excellence of large scale Enterprise IT Service Desks and Deskside Support while enabling digital transformation through automation, self-service, and proactive support capabilities.
How You Will Make an Impact:
* Direct 24x7 Enterprise IT Service Desk operations and transformation initiatives. Manage global Deskside Support Services, and field support teams to troubleshoot and resolve hardware, software, and network issues at hundreds of locations.
* Lead development and implementation of customer-focused service strategies, including interfacing with government executives and end users at all levels, to provide customers with a reliable and consistent experience .
* Improve existing support services based on data driven decision making and trend analysis. Develop proactive strategies and automation to prevent, detect, and remediate service-impacting issues
* Drive implementation of automated and self-service capabilities
* Manage service delivery and performance across global operations
* Oversee knowledge management program and continuous improvement
* Lead enterprise-wide escalation management. Direct incident, problem, and service request fulfillment
* Lead analysis and resolution of complex service delivery issues, performing root cause analysis to prevent future recurrence
* Ensure achievement of service level and experience agreements
* Provide executive reporting on service performance and metrics
What You'll Need To Succeed:
Required:
* 10+ years in IT services with at least 5 years leading large scale global enterprise service desks, focus on customer experience improvements.
* ServiceNow implementation/development
* Active ITIL v4 Practitioner: Service Desk certification (or ITLI v4 Foundations and ability to achieve ITIL v4 Practitioner: Service Desk certification within 2 weeks of starting)
* Ability to achieve Help Desk Institute Support Center Manager (HDI-SCM) within 4 weeks of starting.
* Demonstrated expertise in ITSM platforms and service delivery
* Experience with knowledge management and self-service implementation
* Must be a persuasive communicator, able to write business justifications for technology changes and achieve buy-in from program stakeholders, customers and the end-user community.
Desired:
* ServiceNow Certified Implementation Specialist (CIS) - ITSM Certification. (CSA and CAD also a plus.)
* ITIL 4 Practice Manager
* Help Desk Institute Support Center Manager (HDI-SCM)
* Certified Implementation Specialist (CIS) - ITSM Certification
* Advanced technical and service troubleshooting and diagnosing experience
* Omnichannel service delivery transformation
* Service automation and AIOps implementation
* Performance analytics and optimization
Position Details:
* Remote with travel to GDIT and Customer locations.
* Travel: up to 25%, mostly within the US.
* Must be able to obtain a High-Risk Public Trust security clearance.
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.
The likely salary range for this position is $140,250 - $189,750. 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:
10-25%
Telecommuting Options:
Remote
Work Location:
Any Location / Remote
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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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.