Tier II Deskside Manager
General Dynamics
United States
Workplace: OnsiteFull timeUSD 111,155 - 150,385 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Communication","Organizational skills","Customer-first service"]Lead and manage the deskside support team providing endpoint support across NIH. Plan and schedule daily activities, oversee staffing and performance, and drive continuous improvement to ensure high-quality service delivery. Manage SLAs/SLOs, analyze incident and request trends, develop knowledge articles and operational playbooks, and serve as the escalation point for complex issues. Collaborate with cross-functional IT teams to improve end-user experiences.
