• Senior IT Help Desk Manager

    Job Location USA-VA-Arlington
    Posted Date 3 months ago(9/10/2018 10:47 AM)
    Job ID
    Required Clearance
    TS/SCI, obtainable with Polygraph within 24 months
    Employment Type
    Full Time
    Hiring Company
    General Dynamics Mission Systems
  • Basic Qualifications

    Bachelor's of Science or Technology degree in Engineering, a related specialized area or field is required (or equivalent experience) plus a minimum 8 years of relevant experience; or Master's degree plus a minimum of 6 years of relevant experience to meet managerial expectations.

    • The ideal candidate must possess strong interpersonal skills, a good balance of technical and management experience including a complete understanding of computers and network operations in a classified environment
    • Excellent written and verbal communication skills and excellent customer service skills

    The successful HDM Candidate will be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.


    The candidate must have the flexibility to work within the core contract hours of 7AM – 7PM and provide support for customer affected issues, as required, with little to no advanced notice.


    In addition, the successful Senior IT Help Desk Manager must have:

    • Experience with LINUX and Windows based Operating Systems (OS)
    • Extensive troubleshooting experience
    • Networking experience
    • Customer service experience
    • Extensive Help Desk experience
    • ServiceNow product experience (highly desired)
    • Microsoft Office product experience
    • Excellent communications skills
    • Ability to multi-task
    • Data Center experience
    • Experience collecting system use metrics
    • Candidate must meet DOD 8140.01 (IAM-1) requirements (IAM-3 strongly desired)


    This position requires a minimum of an active TS/SCI clearance. Must be willing and able to obtain a polygraph within a reasonable amount of time after hire, with acceptable timing determined by manager. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.

    Responsibilities for this Position

    General Dynamics Mission Systems (GDMS) is actively seeking a Senior IT Help Desk Manager that will be responsible for providing oversight of multiple Help Desk centers to provide delivery of the highest standard of customer service for all users of a LINUX and Windows based cross-domain enterprise solution operating in a classified environment.


    This position is responsible for the coordination, implementation and management of overall Help Desk functions, including related supervisory responsibilities for managing support staff.  In addition to oversight of Help Desk operations, this position is responsible for mentoring and training staff, meeting deadlines, working with other departmental/service area managers and identifying opportunities to create and communicate processes that improve user experience and measure performance.


    Essential Duties for Senior IT Help Desk Manager:

    • Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested. Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed
    • Maintain a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
    • Work with existing reporting and analytics tools to monitor Help Desk performance, identify and address areas of potential performance issues and monitor key performance indicators
    • Develop cross-team and cross-departmental expertise necessary to effectively respond to issues
    • Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, as necessary for the development of individual resources as a team

    Primary Responsibilities include:

    • Ensure customer service excellence by monitoring tickets and reviewing customer feedback
    • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
    • Customer Service Focused
    • Ensure the Help Desks maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
    • Manage, monitor and report on the services and service levels required to support and deliver an exceptional Help Desk environment
    • Team Management Focused
    • Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices
    • Ensure the Help Desk staff is appropriately skilled and trained to deliver excellent technical support and customer
    • Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
    • Work with Program Manager to ensure Help Desk maintain compliance with Service Level Objectives (SLOs) in accordance contractual standards
    • Contribute to the change management process; in particular represent the interests of the customer when assessing risk and impact




    Company Overview

    General Dynamics Mission Systems (GDMS) engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation.  With a global team of 13,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas.  Given the nature of our work and who we are, we value trust, honesty, alignment and transparency.  We offer highly competitive benefits and pride ourselves in being a great place to work with a shared sense of purpose.  You will also enjoy a flexible work environment where contributions are recognized and rewarded.  If who we are and what we do resonates with you, we invite you to join our high performance team!


    General Dynamics is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce.  EOE/Disability/Veteran


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