Help Desk Manager

General Dynamics Information Technology; Fort Bragg (NC); On-site; USD 85,000 - 115,000; Full time

Job summary

General Dynamics Information Technology is seeking a Help Desk Manager to lead enterprise help desk operations supporting INSCOM missions at Fort Bragg. A TS/SCI clearance (or eligibility) and polygraph may be required.

You will supervise staffing, incident resolution, and service delivery across hardware, software, and applications. The role emphasizes process improvement, problem management, and first-contact resolution within a real-time NOSC environment, focusing on security, compliance, and

Qualifications

• Associate's degree required and 7+ years of related experience.
• Technical skills include hardware/software troubleshooting and network/system administration.
• Experience with Active Directory tasks (unlocking/creating accounts).
• Imaging systems and STIGs/IAVAs; SCCM/PXE Boot configuration.
• DoW experience preferred; NOSC operations understanding.

Responsibilities

• Manage staffing, operation, and performance of enterprise help desk.
• Develop schedules, prioritize tasks, and ensure continuous service delivery.
• Lead, mentor, and evaluate help desk staff for quality support.
• Analyze inquiries, identify recurring issues, and drive process improvements.
• Provide first-contact resolution for hardware, software, and applications.
• System administration of desktops, AD, OS updates, security patches.
• Monitor NOSC environment and escalate to Tier II/III as needed.
• Document incidents and resolutions in the incident database.

Skills

Help Desk Software

IT Systems

Troubleshooting

Active Directory

NOSC familiarity

Education

Associate's degree

Tools

SCCM

PXE Boot

STIGs

IAVA

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: Top Secret/SCI Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Help Desk Software, Information Technology (IT) Systems, Troubleshooting Certifications: None Experience: 7 + years of related experience US Citizenship Required: Yes

Job Description

Help Desk Manager - TS/SCI Required Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Help Desk Manager with for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Manager, the work you'll do at GDIT will be impactful supporting mission of US Army Intelligence and Security Command (INSCOM). Lead/Deliver: Manage and oversee all help desk operations, ensuring competent and timely service across all inquiries and issues. Collaborate: Work alongside support teams, system admins, and end users to resolve escalated problems, optimize processes, and recommend technology improvements. Innovate: Develop problem-solving guidelines and streamline help desk systems for continuous improvement in user experience and operational efficiency.

RESPONSIBILITIES

Manage all activities related to the staffing, operation, and performance of an enterprise help desk. Develop schedules, prioritize tasks, and ensure continuity of service delivery. Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services. Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements. Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively. Evaluate help desk systems and recommend efficiencies or enhancements as needed. Resolve escalated inquiries and more complex technical issues. Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests. Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations. Monitor systems/networks in a real-time NOSC environment and initiate fix actions or elevate to Tier II/Tier III teams when needed. Provide support for implementation, troubleshooting, and maintenance of IT systems. Manage IT system infrastructure and related processes, ensuring consistent operational reliability. Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices. Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation. Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues. Document incidents and their solutions in an incident database.

WHAT YOU’LL NEED TO SUCCEED

Education: Associate's degree

Experience: 7+ years of related experience

Technical skills: Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration. Experience with Active Directory functions (e.g., unlocking accounts, creating accounts). Proficiency in imaging systems, implementing STIGs/IAVAs, and using SCCM/PXE Boot for system configuration. Knowledge of DoW-specific systems and processes, with at least 1 year of DoW experience preferred. Working knowledge of network operations (NOSC) and related support processes.

Security clearance level: TS/SCI US citizenship required

Required Certification(s): DoW 8570.01-M IAT Level II/8140 Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract IAT II 8570/8140 Baseline Certification Security+ or equivalent Computing Env: Computing Env: MSCA 2016, Microsoft Azure Administrator or equivalent (Must obtain the full AZ104 Microsoft Azure Administrator within 180 days from start date.)

Role Requirements

On customer site daily support Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity Travel may be required to support the mission

GDIT IS YOUR PLACE

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

#GDITINSCOM #I2TS4 #GDITArmy

The likely salary range for this position is $85,000 - $115,000. 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: Less than 10% Telecommuting Options: Onsite Work Location: USA NC Fort Bragg 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.
• 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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

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