On-Site Service Desk Manager - Classified IT Leadership

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 111,000 - 150,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking an experienced Service Desk Manager to lead our on-site classified IT support in Washington, DC. You will oversee day-to-day operations, manage incidents in ServiceNow, and drive service excellence within a secure environment.

The role requires 5+ years of experience, a BA/BS, and an active Top Secret or DOE Q clearance, with Capable management of VIP-level support and a focus on process improvement and CSI initiatives.

Qualifications

• BA/BS (or equivalent experience) required.
• 5+ years of related IT service experience.
• CompTIA Security+ (DoD 8570) required within 6 months of starting.
• Active Top Secret or DOE Q clearance required.
• U.S. citizenship required.

Responsibilities

• Oversee day-to-day operations of the on-site classified help desk and ensure secure, high-quality IT support.
• Lead, supervise, and support help desk technicians across multiple sites nationwide.
• Manage service requests and incidents in ServiceNow with compliant IT service delivery.
• Oversee triage, routing, and categorization of issues to the right technicians.
• Establish and enforce help desk processes and security protocols for classified operations.
• Provide coaching and troubleshooting to accelerate issue resolution and technical proficiency.
• Document all service requests and resolutions in ServiceNow precisely.

Skills

Problem Management

SLA

Technical Issues

Education

BA/BS

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. is seeking an experienced Service Desk Manager to lead our on-site classified IT support in Washington, DC. You will oversee day-to-day operations, manage incidents in ServiceNow, and drive service excellence within a secure environment.

The role requires 5+ years of experience, a BA/BS, and an active Top Secret or DOE Q clearance, with Capable management of VIP-level support and a focus on process improvement and CSI initiatives.