Deputy Desktop Support Manager - Services

Req ID: RQ190132Type of Requisition: RegularClearance Level Must Be Able to Obtain: SecretPublic Trust/Other Required: NoneJob Family: Help DeskSkills:Prioritization,System Administration,Technical SupportExperience:5 + years of related experienceUS Citizenship Required:YesJob Description:We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.We think. We act. We deliver. There is no challenge we can’t turn into an opportunity. And our work depends on a Desk-Side Support Regional Manager to providing leadership to the Desktop Team that provides Tier 1 – 3 support in multiple locations for our State Department customer in the Washington DC capitol Region. The location is Washington, DC. Some telecommuting is supported. At GDIT, people are our differentiator. In this role, a typical day will include:

Provide guidance to the Desktop and Endpoint Teams for customer interactions

Monitor Incident and Problem ticket queues to ensure the Desktop team is meeting performance and satisfaction metrics

Develop and maintain customer satisfaction metrics and service level objectives (SLO)

Implement and promote customer service best practices

Provide oversight of deployments, updates and security patches of laptops and desktops

Provide oversight of customer ticket queue for users based out of this location and remotely

Coordinate and balance scheduling special projects with daily duties for desktop and endpoint technicians

Continuous desktop support process development and improvement

Supports development of direct staff members

Ensure there is Desktop Support coverage 24X7X365

Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review

Oversee 100% of the requests, incidents, and problems

Manages and coordinates urgent and complicated support issues

Act as escalation point for all requests and incidents

Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

Train, coach, and mentor Desktop Support Specialists (Level 1 / 2) including career development

Oversee staff activities

Schedule employees working times and provide backup support.

Interact with internal and external customers

Drive Ticket Deep Dive and develop strategies for improvement

Ensure Knowledge Base Articles are available for technicians to use

Provide productivity, service level, and key performance metrics in support of business objective

Advise management on situations that may require additional client support or escalation

Review survey feedback to improve services, tools and support experience

Cross-train other team members to provide backup support

Provide backup support for other team members

The likely salary range for this position is $89,250 - $120,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.