Service Desk Deputy Program Manager - Active Top Secret required

Req ID: RQ173788Type of Requisition: RegularClearance Level Must Be Able to Obtain: Top Secret/SCIJob Family: Project/Task ManagementSkills:Deliverables Management,Hiring,Office AdministrationExperience:10 + years of related experienceUS Citizenship Required:YesJob Description:Deputy Program ManagerJob DescriptionSeize 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 IMPACTThe 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

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.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.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.