Help Desk Program Manager

General Dynamics Information Technology; Washington; On-site; USD 149,000 - 201,000; Full time

Job summary

General Dynamics Information Technology seeks a Program Manager to lead a 24/7/365 Help Desk program for a government customer. The role demands a proven leader capable of managing complex IT help desk operations, driving process improvements, and delivering superior customer experience.

At GDIT, you will join a team where professionalism and initiative are valued. The position offers substantial training, certification opportunities, and career advancement within a fast-paced, mission-focused

Qualifications

• Bachelor of Arts or Science; IT-related field preferred.
• 10+ years of related experience with 5+ years in ITSM and supervising Help Desk teams.
• Strong leadership and communication skills across all organizational levels.

Responsibilities

• Direct overall contractor support and manage day-to-day Help Desk operations.
• Ensure ITIL-aligned service delivery and performance metrics are met.
• Lead QA efforts and develop strategies to mitigate issues and risks.
• Serve as primary POC to COR and senior government leadership for strategy and planning.
• Drive continual service improvements using government and customer feedback.

Skills

ITIL Management

IT Program Management

IT Service Management

Education

Bachelor of Arts/Science

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

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. 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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans