Scientific IT Service Desk Manager

General Dynamics
United States
Workplace: OnsiteFull timeUSD 131,750 - 178,250Function: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Service improvement","Team leadership","Stakeholder coordination","Incident resolution","Cybersecurity compliance"]

Lead and supervise multi-tier IT service desk teams supporting biomedical research users, including deskside support, Tier 3 engineering, and scientific instrument maintenance for NHLBI at NIH. Oversee incident/problem/change/configuration workflows using ServiceNow, ensure rapid resolution for mission-critical research operations, and coordinate with researchers, clinicians, IT engineering, vendors, and enterprise services while maintaining cybersecurity compliance.

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FursaFursa
General Dynamics
General Dynamics
1 week ago

Scientific IT Service Desk Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and supervise multi-tier IT service desk teams supporting biomedical research users, including deskside support, Tier 3 engineering, and scientific instrument maintenance for NHLBI at NIH. Oversee incident/problem/change/configuration workflows using ServiceNow, ensure rapid resolution for mission-critical research operations, and coordinate with researchers, clinicians, IT engineering, vendors, and enterprise services while maintaining cybersecurity compliance.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.
  • •Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.
  • •Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.
  • •Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.
  • •Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow and coordinate with key stakeholders.
Travel: Low travel

Pay and Benefits

Salary: USD 131,750 - 178,250
Perks:401kHealth InsuranceDentalVisionPaid LeaveLearning Budget

Key Requirements

  • •Bachelor’s degree in a related field (preferred) or equivalent experience.
  • •At least three years of experience managing a multi-tier IT service desk in research or scientific computing environments.
  • •Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.
  • •Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.
  • •Proficiency with IT service management (ITSM) platforms such as ServiceNow, including incident, problem, change, and configuration management.
Experience:3+ yearsResearchScientific computingFederal environments
Education:Bachelor's
Skills:Service improvementTeam leadershipStakeholder coordinationIncident resolutionCybersecurity compliance
Tech Stack:IT Service DeskITSMServiceNowWindowsMacOSLinuxIOS

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