Help Desk Manager

Location
Gettysburg, PA
Posted
Jan 12, 2017
Closes
Apr 04, 2017
Hours
Full Time
Manages IT staff in Gettysburg, in adherence with Program Manager.
Maintains operational hours of coverage and after hours work as necessary.
Coordinates with other teams to ensure activities in Gettysburg/Field Offices/HFDF/Secure sites are properly communicated.
Reports on support and project activities.
Detecting service and system outages and communicate this to management and end-users.
Ensuring operational tasks are completed (log reviews, backups, ticket reviews, checklists, etc.).
Ensuring escalated service requests are handled in a timely manner.
Coordinating projects across technical teams.
Coordinating systems upgrades and software deployments.
Ensuring patches are installed and verified on all systems in accordance with the SLAs.
Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements.
Provide proper capacity planning.
Identifying areas for process improvements

Education Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications 8-10 years of directly related experience supporting help desk operations, including supervisory experience.

 Certification: ITIL Foundation required; PMP and ITIL Intermediate Certified – Service Capability preferred
Education and experience: BS and 8 years of experience, or an equivalent of 11 years of IT operations experience.
Skills: Expert knowledge of IT standards and methodologies.
Security Clearance – TS/SCI *GDITHCSD As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.