Lead Service Desk Manager

General Dynamics
United States
Workplace: HybridFull timeUSD 140,250 - 189,750 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Customer service","Escalation management"]

Lead and manage the NHLBI IT Service Desk for GDIT, partnering with NIH Service Desk and CIT to deliver tiered support across desktop, engineering, and audio/visual equipment. Oversee client interface and staff management for a service desk supporting ~2,200 users, act as the escalation point for end-user concerns, and maintain SOPs and systems documentation while ensuring issues are resolved promptly and efficiently.

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General Dynamics
General Dynamics
1 week ago

Lead Service Desk Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and manage the NHLBI IT Service Desk for GDIT, partnering with NIH Service Desk and CIT to deliver tiered support across desktop, engineering, and audio/visual equipment. Oversee client interface and staff management for a service desk supporting ~2,200 users, act as the escalation point for end-user concerns, and maintain SOPs and systems documentation while ensuring issues are resolved promptly and efficiently.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage Service Desk operations for contract NHLBI, including client interface, staff management, and serving as the escalation point for end-user concerns.
  • •Oversee the NHLBI IT Service Desk supporting approximately 2,200 staff and various computing devices.
  • •Direct a tiered support model and ensure integration with NIH Service Desk and CIT.
  • •Maintain up-to-date systems documentation and SOPs to support service delivery.
  • •Manage Tier 1 through Tier 3 support activities, including desktop support teams and desktop engineering, plus support for medical instrument controllers and conference room A/V equipment.
Travel: Low travel

Pay and Benefits

Salary: USD 140,250 - 189,750 annually
Perks:Health InsuranceDentalVision401kPaid LeaveLearning Budget

Key Requirements

  • •Bachelor’s degree in IT, management, or a related field.
  • •Minimum of 8 years of experience managing an IT service desk.
  • •Knowledge of ITIL and customer service best practices.
  • •Strong leadership and communication skills.
  • •At least one Help Desk Institute certification (Help Desk Manager, Desktop Support Manager, or Support Center Manager) plus one of: MTA, MCSA, MSCE, Apple Certified Support Professional, or CAPM.
Experience:8+ yearsHealthcareBiomedical researchIT service desk
Education:Bachelor's in IT, management, or a related field
Skills:LeadershipCommunicationCustomer serviceEscalation management
Certifications:Help Desk ManagerDesktop Support ManagerSupport Center ManagerMicrosoft Technology Associate (MTA)Microsoft Certified Solutions Associate (MCSA)Microsoft Certified Solutions Expert (MSCE)Apple Certified Support ProfessionalCertified Associate in Project Management (CAPM)MCSAMSCE
Tech Stack:ITILMicrosoft Technology Associate (MTA)Microsoft Certified Solutions Associate (MCSA)Microsoft Certified Solutions Expert (MSCE)Apple Certified Support ProfessionalHelp Desk InstituteSOPs

Eligibility

Security Clearance:MBI (T2)

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn