Lead Service Desk Manager

General Dynamics Information Technology; Bethesda (MD); On-site; USD 90,000 - 135,000; Full time

Benefits offered by this job

Full-flex work week

401K with company match

Comprehensive health and wellness

Internal mobility team

Professional growth opportunities

Cutting-edge technology

Paid vacation & holidays

Job summary

General Dynamics Information Technology (GDIT) seeks a Lead Service Desk Manager to lead the NHLBI IT Service Desk at NIH, overseeing end-user support for about 2,200 staff and a matrix of devices. You will manage client interfaces, drive incident resolution, and supervise Tier 1–3 teams while maintaining documentation and SOPs.

You will leverage ITIL practices, strong leadership, and healthcare/biomedical experience to ensure service excellence and effective coordination with NIH CIT and the

Qualifications

• Bachelor’s degree in IT, management, or a related field.
• Minimum of 8 years of experience managing an IT service desk.
• Preferred experience in biomedical research or healthcare setting.
• Knowledge of ITIL and customer service best practices.
• Strong leadership and communication skills.
• At least one Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager.
• Also required are one or more of the following (or current equivalent): MTA, MCSA, MSCE, Apple Certified Support Professional, CAPM.

Responsibilities

• Overall management responsibility for Service Desk operations for contract NHLBI to include client interface, staff management, and act as an escalation point for end user concerns.
• Manage the NHLBI IT Service Desk, supporting approximately 2,200 staff and various computing devices.
• Oversee the tiered support model and ensure integration with NIH Service Desk and CIT.
• Maintain up-to-date systems documentation and SOPs.
• Ensure customer inquiries and issues are resolved promptly and efficiently.
• Responsibilities include managing the Tier 1 Service desk as well as Tier 2 desktop support teams, and Tier 3 desktop engineering team.
• Also responsible for managing the support activity for medical instrument controllers and conference room audio/visual equipment.

Skills

Leadership

Customer service

Communication

Staff management

ITIL knowledge

Education

Bachelor's degree in IT/Management or related field

Tools

MTA

MCSA

MSCE

Apple Certified Support Professional

CAPM

Job description

GDIT is seeking a Lead Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.

Responsibilities:

• Overall management responsibility for Service Desk operations for contract NHLBI to include client interface, staff management, and act as an escalation point for end user concerns.
• Manage the NHLBI IT Service Desk, supporting approximately 2,200 staff and various computing devices.
• Oversee the tiered support model and ensure integration with NIH Service Desk and CIT.
• Maintain up-to-date systems documentation and SOPs.
• Ensure customer inquiries and issues are resolved promptly and efficiently.
• Responsibilities include managing the Tier 1 Service desk as well as Tier 2 desktop support teams, and Tier 3 desktop engineering team.
• Also responsible for managing the support activity for medical instrument controllers and conference room audio/visual equipment.

Required Qualifications:

• Bachelor’s degree in IT, management, or a related field.
• Minimum of 8 years of experience managing an IT service desk.
• Preferred experience in a biomedical research or healthcare setting.
• Knowledge of ITIL and customer service best practices.
• Strong leadership and communication skills.
• At least one Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager
• Also required are one or more of the following (or current equivalent):
  • MTA: Microsoft Technology Associate
  • MCSA: Microsoft Certified Solutions Associate
  • MSCE: Microsoft Certified Solutions Expert
  • Apple Certified Support Professional
  • Certified Associate in Project Management

Desired Qualifications:

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you build your skills and own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and 10 company-paid holidays