Responsibilities for this Position Location: USA DC Washington - Customer Proprietary (DCC202)Full Part/Time: Full timeJob Req: RQ184017Type of Requisition: RegularClearance Level Must Currently Possess: Top SecretClearance Level Must Be Able to Obtain: Top Secret/SCISuitability: Public Trust/Other Required: NoneJob Family: Project/Task Management Job Qualifications: Skills: Deliverables Management, Hiring, Office AdministrationExperience: 10+ years of related experienceUS Citizenship Required: Yes Job Description: Seize your opportunity to make a personal impact as a Service Desk Deputy Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. As a Service Desk Deputy Program Manager, you will help ensure today is safe and tomorrow is smarter. Our work depends on you joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. HOW A SERVICE DESK DEPUTY 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. 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 leading a Service Desk.
- Security Clearance Level: Active Top Secret.
- Certification: ITIL v3 or ITIL v4 Certification and a Security+ to start; PMP certification within 6 months of start.
- Location: Downtown DC; 100% onsite. Scheduled Weekly Hours: 40Travel Required: 10-25%Telecommuting Options: OnsiteWork Location: USA DC Washington 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. 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. #J-18808-Ljbffr