General Dynamics Information Technology ยท 4 days ago
Unclassified Help Desk Manager - Top Secret clearance
Washington, DC
Full-time
Onsite
Mid, Senior Level
$111K/yr - $150K/yr
5+ years expGeneral Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology, and mission services to the U.S. government. They are seeking an Unclassified Help Desk Manager to oversee a team of help desk technicians, ensuring high-quality IT support and continuous improvement in operations.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Act as the senior manager for unclassified help desk operations, providing leadership and guidance to technicians and newly promoted team leads
Manage a team of help desk technicians who troubleshoot and resolve IT issues related to hardware, software, and network systems
Ensure the team utilizes appropriate tools and platforms to document, track, and resolve support requests efficiently and accurately
Supervise technical support staff, ensuring consistent service delivery and adherence to organizational policies
Plan, prioritize, and coordinate help desk activities to maximize resolution rates and minimize downtime
Develop and implement training programs to enhance technician skills and improve customer service outcomes
Analyze help desk performance metrics and identify opportunities for process optimization and tool enhancements
Guide staff in recognizing, diagnosing, and resolving technical issues across a wide range of unclassified systems and services
Simulate or replicate user-reported problems to identify root causes and implement effective solutions
Recommend system and workflow improvements to reduce recurring issues and improve overall user experience
Qualification
Required
Top Secret clearance
Top Secret/SCI clearance eligibility
5+ years of related experience
US Citizenship required
Customer Service skills
Information Technology (IT) Support skills
Microsoft Office skills
CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
Must be able to pass a basic English Language assessment test
Preferred
BA/BS (or equivalent experience)
BS/BA highly desired
Benefits
Flexible work schedule
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
Medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
A 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
A 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