Service Desk Manager

General Dynamics - IT; Washington (District of Columbia); On-site; USD 95,000 - 135,000; Full time

Job summary

General Dynamics - IT in Washington, DC is seeking a Service Desk Manager to lead on-site, classified IT support across multiple customer locations nationwide. You will drive a professional, secure service delivery culture in a ServiceNow-driven environment and supervise staff in a fast-paced mission.

Responsibilities include overseeing day-to-day operations, triaging and routing, enforcing security protocols, coaching technicians, documenting resolutions, and reporting metrics to leadership.

Qualifications

• BA/BS (or equivalent experience) required.
• 5+ years of experience in a service desk/IT support role.
• CompTIA Security+ required within 6 months of starting.
• Active Top Secret or DOE Q clearance.
• U.S. citizenship required.
• ServiceNow experience required.
• Support for C-Suite and VIP users is valued.
• Location: on-site in Washington, DC.

Responsibilities

• Oversee day-to-day operations of the on-site classified help desk.
• Lead, supervise, and support technicians across sites in the United States.
• Manage service requests, incidents, and issues in ServiceNow.
• Enforce help desk processes and security protocols for classified operations.
• Coach staff to accelerate resolutions and maintain high proficiency.
• Document all tickets and resolutions in ServiceNow.

Education

BA/BS or equivalent experience

Tools

ServiceNow

Job description

Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central leader in our executive IT support mission and the driving force behind high-quality service delivery across multiple customer locations nationwide.

At GDIT, people are our differentiator. As a Service Desk Manager, you will ensure that today is safe and tomorrow is smarter by providing operational leadership, staff oversight, and service excellence within a ServiceNow-driven, classified support environment. Our work depends on a Manager who brings professionalism, initiative, and strong technical judgment to a fast-paced mission with extensive opportunities for training, certification, and career growth. When we succeed, you succeed—and together our best becomes better.

HOW A SERVICE DESK MANAGER WILL MAKE AN IMPACT

• Oversee day-to-day operations of the on-site classified help desk, ensuring consistent, secure, and high-quality IT support for all users in a classified environment.
• Lead, supervise, and support help desk technicians across multiple geographically dispersed sites throughout the United States
• Manage the full lifecycle of service requests, incidents, and technical issues in ServiceNow, ensuring seamless and compliant IT service delivery.
• Oversee triage and routing processes, ensuring incoming issues are categorized accurately and assigned to the appropriate technicians.
• Establish and enforce help desk processes, workflows, and security protocols required for classified operations.
• Use technical expertise to make informed decisions related to problem resolution, prioritization, and escalation within a secure environment.
• Provide direct coaching and troubleshooting support to technicians to accelerate issue resolution and enhance technical proficiency.
• Ensure accurate and comprehensive documentation of all service requests, incidents, and resolutions in ServiceNow.
• Coordinate service restoration activities to return IT services to normal operation as quickly as possible.
• Report significant system issues or operational concerns to upper management to ensure visibility and timely response.
• Monitor, track, and enforce Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests, taking corrective action when performance trends fall below required thresholds.
• Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics, identifying operational gaps, and implementing process enhancements that elevate service quality and efficiency.

WHAT YOU’LL NEED TO SUCCEED

• Required Experience: BA/BS (or equivalent experience), 5+ years of experience
• Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
• Security Clearance Level: Active Top Secret or DOE Q
• Citizenship: Must be a U.S. citizen
• BS/BA
• ServiceNow experience
• Excellent customer service skills including experience supporting C-Suite and other VIP levels
• Location: Full-time, on-site at customer location in Washington, DC.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off