REQ#: RQ173788 Requisition Type: Regular Your Impact Own your opportunity to serve as a critical component of our nation's safety and security. Make an impact by using your expertise to protect our country from threats. Job Description Deputy Program Manager Job Description 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 #GDITpriority Work Requirements .cls-1{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px} Years of Experience 10 years of related experience * may vary based on technical training, certification(s), or degree .cls-2{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px} Certification Travel Required 10-25% .cls-3{fill:none;stroke:#5d666f;stroke-miterlimit:10} Citizenship U.S. Citizenship Required Salary and Benefit Information The likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. View information about benefits and our total rewards program. About Our Work We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. 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.