Help Desk Manager

General Dynamics Information Technology (GDIT); Tampa (FL); On-site; USD 98,000 - 127,000; Full time

Benefits offered by this job

Total Rewards Program

401K with company match

Paid time off

Job summary

General Dynamics Information Technology (GDIT) is seeking a Help Desk Manager to lead the support team and drive incident resolution across the program. You will oversee day‑to‑day supervision and ensure quality service for front‑line IT operations.

You will apply ITIL/ITSM principles, monitor SLA performance, and collaborate with cross‑functional teams to maintain consistent support across offices. A TS/SCI clearance is required for the role.

Qualifications

• Bachelor of Arts or Bachelor of Science required.
• 5+ years of related experience in IT support or service delivery.
• Strong knowledge of ITSM and ITIL practices.
• Experience with incident management, SLA tracking, and reporting.

Responsibilities

• Lead and supervise the help desk team on a day‑to‑day basis.
• Collaborate cross‑functionally to ensure timely support across offices.
• Improve resolution times, customer satisfaction, and process consistency.
• Utilize ServiceNow and monitoring tools for alerting, incidents, and escalations.

Skills

Continuous Improvement

IT Service Management

Monitoring Tools

Problem Management

Service Level Agreement

Education

Bachelor's degree

Tools

ServiceNow

SolarWinds

Splunk

Microsoft SCOM

Active Directory

Job description

Req ID: RQ231392

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: None

Job Family: Technical Support Services

Skills: Continuous Improvement,IT Service Management (ITSM),Monitoring Tools,Problem Management,Service Level Agreement (SLA)

Certifications: CompTIA Security+ CE | CompTIA - CompTIA

Experience: 5 + years of related experience

US Citizenship Required: Yes

Job Description

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Manager and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Help Desk Manager, the work you'll do at GDIT will be impactful to the mission. You will play a crucial role in frontline IT support running smoothly, driving quick resolutions and consistent service quality across the program.

• Lead/Manage/Support the help desk team, providing day-to-day supervision and guidance.
• Collaborate cross-functionally to ensure consistent, timely support across offices.
• Improves resolution times, customer satisfaction, and process consistency across the help desk.
• Experience with ServiceNow or similar ITSM platforms and monitoring tools such as SolarWinds, Splunk, or Microsoft SCOM, plus Windows and Active Directory administration including alert management, incident tracking and escalation procedures.

WHAT YOU’LL NEED TO SUCCEED

Bring your technology expertise and drive for innovation to GDIT. The Help Desk Manager must have:

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Technical skills: Proficient with ITSM tools and ITIL, strong Windows, networking and identity management, and reporting skills for SLA and trend analysis
• Security clearance level: TS/SCI
• US citizenship required
• Role requirements: Strong ITIL and ITSM tool experience. Ability to set, track and improve SLAs. Strong written and verbal communication. Continuous improvement mindset. Some travel required.

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

Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

Total Rewards at GDIT:

The likely salary range for this position is $97,968 - $126,500. 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.

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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

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.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans