ITIL Service Desk/ Incident Manager in Washington at General Dynamics Information Technology

Date Posted: 8/30/2018

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Job Description

The service Desk manager will be responsible for the operations of the System Center Service Manager (SCSM) system in support of 24/7 customer IT operations across four GDIT Cloud environments utilizing best practice processes to include Incident Management, Service Request, Problem Management, Change Control, Knowledge Management, and Self-Service.  This individual will provide oversight of Tier 1 and Tier 2 staff receiving service calls from call centers across the country that operates seven days a week from 7am to 12am EST during full operations.  They are responsible for continuous improvement of services provided, ensuring appropriate coverage is in place, daily reporting, broad program awareness of trends, efficient escalation to tiers 2 and 3, and meeting customer’s SLA’s.


Chair and attend meetings

Manage resources, deliverables

Manage a team of help desk personnel

Job Requirements

10-12 years of related experience, including supervisory experience and Microsoft System Center Service Manager.

US Citizenship is required.

Expertise in ITIL process management

MS Project, MS Office

Demonstrated ability to deploy “best practice” Project Manager Skills and tools.

Demonstrated ability to assess project risk or items in jeopardy and craft a remediation plan that assigns responsibility for improvement.

Demonstrated ability to work collaboratively.

Significant SCSM 2016 experience

ITIL framework experience, certification required

Experience with Windows 10, Windows server 2012 R2, and Microsoft SQL

Demonstrated exceptional interpersonal skills (written and spoken).


As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.