Service Desk Manager TS/SCI Required

Newington, VA
Jan 12, 2017
Mar 29, 2017
Full Time


Responsible for handling higher level technical issues and point person for technical escalation for complex hardware, software and network related problems. Provides training and guidance to less experienced help desk personnel. Provides third level problem resolution on the telephone with users. Troubleshoots and handles issues, requests or problems with operating systems, applications and remote access for the end-user community. Responsible for opening, tracking and closing trouble tickets that ensures problem ownership and promotes end user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess a wide range of technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience in the installation, configuration and troubleshooting of computer. Trained and certified in automated help desk management systems is desired. Functions as a team lead and technical trainer to provide guidance and knowledge to lower level Technical Support Technicians. Should have knowledge of help desk call tracking management systems. Requires strong communication and excellent customer service skills.


Knowledge, Skills and Abilities


  • Excellent communication skills and ability to interface directly with customers and Sr. Leaders
  • Is knowledgeable and technically proficient in the entire range of business applications, hardware, operating systems, and networking
  • Can effectively provide direction and guidance to less experienced staff and increase their proficiency
  • Ability to interpret user comments, identify problems and provide timely resolution, on complex technical issues
  • Detail oriented and organized; able to understand information systems and ensure accuracy of work
  • Reviews the work of others and is able to detect errors or needed modifications
  • Ability to identify and resolve problems, service inadequacies and process gaps
  • Has technical knowledge and experience executing all phases of information systems operations
  • Ability to create, manage and update weekly work schedules
  • Ability to create, manage and update an employee training plan
Education Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical training, or work experience.

  • DoD 8570 Certification required (IAT Level II or higher)
  • BA/BS or 10+ years of experience required
  • ITIL v3 certification required (within six months)
Qualifications 8-10 years of related information systems experience, including supervisory experience.




  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.