Help Desk Program Manager

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 149,000 - 201,000; Full time

Benefits offered by this job

Medical plan options

401(k) plan with company match

Flexible work weeks

Paid time off

Job summary

General Dynamics Information Technology, Inc. seeks a Program Manager to direct a 24/7/365 Help Desk for a government client in Downtown DC, ensuring ITSM service delivery aligned with ITIL standards and performance metrics.

You will lead cross-functional teams, manage budgets and schedules, and mentor staff while delivering reliable support, process improvements, and timely reports.

Qualifications

• Bachelor's degree in IT-related field preferred.
• 10+ years of related experience in help desk or ITSM leadership.
• Active Top Secret clearance with eligibility for SCI.

Responsibilities

• Direct overall contractor support and manage day-to-day operations for ITSM.
• Lead quality assurance and drive continual service improvements.
• Interface with government leadership as primary point of contact.
• Oversee staffing, budgets, schedules, and performance reporting.

Skills

ITIL Management

IT Program Management

IT Service Management (ITSM)

Job description

Type of Requisition

Regular Clearance Level Must Currently Possess: Top Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: Program Delivery and Execution

Job Qualifications

Skills: ITIL Management, IT Program Management, IT Service Management (ITSM) Certifications: None Experience: 10 + years of related experience US Citizenship Required: Yes

Job Description

Seize your opportunity to make a personal impact as a Program Manager supporting a 24/7/365 Help Desk program for a government customer. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. This position demands a proven leader who can manage complex IT help desk operations, drive continuous process improvements, and deliver superior customer experience. At GDIT, people are our differentiator. As a Help Desk Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk 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 HELP DESK PROGRAM MANAGER WILL MAKE AN IMPACT

Direct overall contractor support and manage day-to-day operations, ensuring high-quality ITSM service delivery. Ensure quality performance in alignment with ITIL standards and service delivery metrics. Lead quality assurance efforts and develop strategies to proactively mitigate project issues and risks. Interface continuously with key stakeholders, serving as the primary POC to the COR and senior government leadership to address strategy, operations, and planning. Drive continual service improvements by incorporating government and customer feedback and utilizing trend analysis to enhance the customer experience and optimize resource planning. Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with contract and government requirements. Manage the performance, cost, and schedule of the project, providing financial management oversight for the Task Order and maintaining budget guidelines and schedules. Oversee staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, timely onboarding and offboarding, and supervisory oversight. Formulate and review deliverable items, delivering accurate and timely reports, SOPs, and performance documentation to leadership. Administer training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training. Provide technical and career coaching and mentoring to the team. Utilize the JIRA ticketing system to capture operational data, track performance, and generate comprehensive reports. Deliver administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring. Meet program milestones and deliverables by developing and maintaining comprehensive project plans and schedules.

WHAT YOU’LL NEED TO SUCCEED

Education: Bachelor of Arts/Bachelor of Science; degree in IT related field is preferred

Experience: 10+ years of prior Help Desk experience with a minimum of 5 years’ experience related to quality performance of ITSM services and supervising Help Desk employees; experience leading people and managing large cross-functional teams; experience developing strategies to mitigate issues and risks

Professional Skills: Highly self-motivated leader with exceptional communication skills, capable of driving results under minimal supervision and interacting professionally across all organizational levels.

Security Clearance Level: Active Top Secret with eligibility for SCI

Certifications: Required: ITIL v3 or ITIL v4 Certification and Security+ Preferred: PMP, CISSP, CASP/Security X

Location: Downtown DC; 100% onsite

The likely salary range for this position is $148,750 - $201,250. 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: None

Telecommuting Options: Onsite

Work Location: USA DC Washington

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

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.