The Help Desk Manager oversees all Tier 1 technicians, analysts, and specialists providing technical support to all customer requests and inquiries. Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems. The Help Desk Manager implements processes and improvements to support Platinum, Gold, and Silver Customer Service Levels. Candidate must have a minimum of a Bachelor's degree in Information Technology or Computer Science, and a minimum of 7 years of experience managing help desks supporting approximately 10,000 customers and integrating service providers for a blend of basic and premier customers. Candidate also must have a current certifications from an organization such as the Help Desk Institute (HDI).
Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
8-10 years of directly related experience supporting DoD help desk operations, including supervisory experience.
Current certifications from an organization such as the Help Desk Institute (HDI) REQUIRED.
Minimum of 7 years of experience managing help desks supporting approximately 10,000 customers and integrating service providers for a blend of basic and premier customers REQUIRED.
Pentagon or Air Force experience highly desired.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.
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