General Dynamics Information Technology · 3 weeks ago
Deskside Support Manager
USA DC Washington
Full-time
Onsite
Senior Level, Lead/Staff
$115K/yr - $155K/yr
10+ years expGeneral Dynamics Information Technology is a global technology and professional services company supporting the SEC's mission to protect investors and maintain fair markets. They are seeking a Deskside Support Manager to lead IT support teams, ensure effective service delivery, and manage IT operations in Washington, D.C.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Serve as point of contact/escalation for the customer
Communicate customer risk and concerns to team leaders and upper management
Must have experience managing teams and technologies that span across all end-user hardware and software
Must have hands-on technical background to assist technicians with complex troubleshooting needs
Create SOP and documentation for the customer as requested
Manage assets of all existing IT equipment
Maintain a strong relationship with the SEC IT Service Desk
Provides timely responses to client and management requests
Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations
Provide status updates on such requests on a regular basis
Assist with IT Asset Management responsibilities, which include updating and modifying asset records
Must strive for 100% SLA compliance
Experience managing geographically dispersed staff
Team player with good communication, organizational, and strong interpersonal skills
Able to prioritize and drive to results with a high emphasis on quality
Experience using IT Service Management software (ServiceNow)
Ability to lift and move equipment 40lbs.+
Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email
Qualification
Required
Must have a minimum of 10 years of total experience, with 5 years in leading and managing IT Support teams of 25 technicians or more
Must have demonstrated experience managing staff of using metrics to drive performance
Must have the ability to analyze and interpret metrics data for decision making and process improvement recommendations
Serve as point of contact/escalation for the customer
Communicate customer risk and concerns to team leaders and upper management
Must have experience managing teams and technologies that span across all end-user hardware and software
Must have hands-on technical background to assist technicians with complex troubleshooting needs
Must have experience with Windows 11 and MS 365 applications (Intune, Entra ID, Autopilot, etc)
Create SOP and documentation for the customer as requested
Manage assets of all existing IT equipment
Maintain a strong relationship with the SEC IT Service Desk
Provides timely responses to client and management requests
Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations
Provide status updates on such requests on a regular basis
Assist with IT Asset Management responsibilities, which include updating and modifying asset records
Must strive for 100% SLA compliance
Experience managing geographically dispersed staff
Team player with good communication, organizational, and strong interpersonal skills
Able to prioritize and drive to results with a high emphasis on quality
Experience using IT Service Management software (ServiceNow)
Ability to lift and move equipment 40lbs.+
Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email
Preferred
ITIL Foundations v2 or v3
ITIL Intermediate Service Operations
Benefits
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
Company data provided by crunchbase