Help Desk Manager - ITIL/ITSM Leader

General Dynamics Information Technology, Inc.; Tampa (FL); Presencial; USD 97.000 - 127.000; Jornada completa

Descripción de la vacante

General Dynamics Information Technology, Inc. is seeking a Help Desk Manager in Tampa, FL. You will oversee the help desk operations, drive incident resolution, and ensure service levels across the program while collaborating with cross-functional teams.

The role requires 5+ years of related experience, strong ITIL/ITSM capability, and a TS/SCI clearance with US citizenship. Expect a 40-hour week, onsite work, and a comprehensive benefits package.

Formación

• Bachelor’s degree required.
• 5+ years of related experience.
• Proficient with ITSM tools and ITIL, Windows, networking and identity management.
• Strong reporting skills for SLA and trend analysis.
• US citizenship required; TS/SCI security clearance.

Responsabilidades

• Lead, supervise and support the help desk team on a daily basis.
• Collaborate cross-functionally to ensure consistent, timely support across offices.
• Improve resolution times, customer satisfaction, and process consistency across the help desk.

Conocimientos

ITIL

ITSM

Windows

Networking

Identity management

SLA reporting

Educación

Bachelor of Arts/Bachelor of Science

Herramientas

ServiceNow

SolarWinds

Splunk

Microsoft SCOM

Windows

Active Directory

Descripción del empleo

General Dynamics Information Technology, Inc. is seeking a Help Desk Manager in Tampa, FL. You will oversee the help desk operations, drive incident resolution, and ensure service levels across the program while collaborating with cross-functional teams.

The role requires 5+ years of related experience, strong ITIL/ITSM capability, and a TS/SCI clearance with US citizenship. Expect a 40-hour week, onsite work, and a comprehensive benefits package.