Deputy Program Manager

Seize your opportunity to make a personal impact as a Service Desk Deputy Program Manager. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Service Desk Deputy Program Manager you will help ensure today is safe and tomorrow is smarter. Our work depends Service Desk Deputy on Program Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.

HOW A SERVICE DESK DEPUTY PROGRAM MANAGER WILL MAKE AN IMPACT

The Service Desk Deputy Program Manage will work closely with the Program Manager support Service Desk operations and strategy.  Responsibilities include, but are not limited to:

Provide program support as a Service Desk Supervisor

Supervise 45 Service Desk Technicians Tier 1 and 1.5.

Responsible for the daily operation of the Service Desk team

Manage the daily activities of the assigned team

Responsible for developing and motivating staff while promoting teamwork

Work with the Quality Team to address quality issues and improve performance

Use the JIRA ticketing system to capture data and generate reports

Review and act on daily performance metrics

Provide direction to staff members regarding operational issues

Responsible for staff scheduling and coverage for the Service Desk hours 24/7/365

Perform agent activities when necessary – handle customer calls/web submits

Work with the Service Desk Trainer to recommend and create training opportunities

Promote teamwork and skill sharing between other groups and the Service Desk teams

Provide administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.

WHAT YOU’LL NEED TO SUCCEED:

Education: Bachelor of Arts/Bachelor of Science

Required Experience: 10+ years of prior Service Desk experience with a minimum of 4+ years’ experience leading a Service Desk

Security Clearance Level: Active Top Secret

Certification: ITIL v3 or ITIL v4 Certification and a Security+ to start; PMP certification within 6 months of start

Security Clearance Level: Active Top Secret

Location: Downtown DC; 100% onsite

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