Service Desk Deputy Program Manager - Active Top Secret required

Deputy Program Manager

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.

At GDIT, people are our differentiator. As a Service Desk Deputy Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends Service Desk Deputy 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 DEPUTY PROGRAM MANAGER WILL MAKE AN IMPACT

The Service Desk Deputy Program Manage will work closely with the Program Manager support Service Desk operations and strategy. Responsibilities include, but are not limited to:

• 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
• Security Clearance Level: Active Top Secret
• Location: Downtown DC; 100% onsite

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Work Requirements