Help Desk Manager | ITSM Leader, TS/SCI Clearance

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

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.