Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Top Secret/SCI
Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph
Public Trust/Other Required:
None
Job Family:
Technical Support Services
Job Qualifications:
Skills:
Incident Resolution, Network Operations, System Administration Certifications:
None Experience:
7 + years of related experience US Citizenship Required:
Yes
Job Description:
Executive Service Team Manager - Tier I/II IT Support - TS/SCI Required
Lead a highly visible IT support team serving the U.S. Army Intelligence and Security Command mission. This role manages Tier I/II systems administration, enterprise help desk operations, and executive leadership walk-in support, with emphasis on technical leadership, customer service, professionalism, discretion, and accountability.
MEANINGFUL WORK AND PERSONAL IMPACT
As Executive Service Team Manager, you will lead daily service delivery, technical operations, staff performance, escalations, and the customer experience for end users and executive leadership.
•Lead: Manage the staffing, operation, and performance of Tier I/II systems administration and executive support services.
•Collaborate: Partner with system administrators, network teams, customers, and executive leadership to resolve issues and improve service delivery.
•Improve: Analyze trends, develop support procedures, and implement improvements that strengthen system reliability and the customer experience.
•Manage staffing, schedules, workload, priorities, service levels, continuity of operations, and team performance.
•Lead, coach, and evaluate support staff to deliver timely, technically sound, and professional service.
•Ensure first-contact, thorough triage, ticket documentation and incident resolution for hardware, software, account, application, desktop, network, print, storage, and mobile-device issues.
•Oversee desktop and server administration, including account monitoring, security updates, operating system installations, application support, imaging, BIOS configuration, SCCM/PXE boot, STIGs, and IAVA implementation.
•Ensure day-to-day monitoring and problem resolution for client, server, storage, network, print, and mobile environments.
•Oversee software installations and upgrades, system configuration, performance tuning, backup and archive processes, data recoverability, and hardware/software audits.
•Manage escalations and complex technical issues through resolution; coordinate with Tier III, network operations, and specialized teams when required.
•Support hardware deployment, dispatch, technology integration, system transitions, and migrations while minimizing service disruption.
•Ensure discreet, priority walk-in support for executive leadership and maintain an executive-ready support environment.
•Set and enforce standards for customer service, communication, professionalism, discretion, ownership, and follow-through.
•Maintain accurate tickets, incident records, metrics, configuration documentation, and problem-management data.
•Analyze recurring issues, recommend corrective actions, evaluate support tools, and report service risks, trends, and status to customer leadership.
WHAT YOU'LL NEED TO SUCCEED:
•Education: Associate degree.
•Experience : 7 years of related IT experience, including experience leading Tier I/II systems administration, enterprise service desk, or desktop support teams.
•Required Skill/Knowledge:
•Systems administration: Knowledge of Windows and UNIX operating systems, desktop and server administration, account management, application software, system upgrades, and configuration management.
•Technical support: Advanced troubleshooting of hardware, software, applications, operating systems, networks, storage, print, and mobile devices.
•Enterprise tools: Experience with Active Directory, imaging, SCCM/PXE, BIOS configuration, STIGs/IAVAs, ticketing systems, monitoring tools, backup and recovery, and hardware/software inventory documentation.
•Operations: Working knowledge of NOSC or real-time network operations, escalation processes, system performance monitoring, and service continuity.
•Customer service: Demonstrated experience in a high-touch IT support environment; executive-level support experience strongly preferred.
•Leadership: Ability to manage staffing, workload, priorities, escalations, service levels, technical performance, and customer communications.
•Communication: Strong verbal and written communication, professional presence, discretion, sound judgment, and composure under pressure.
•Clearance: Active TS/SCI; U.S. citizenship required.
•REQUIRED CERTIFICATIONS
•DoD 8570.01-M IAT Level II / DoD 8140 Computing Environment certification, as determined by the Program Manager, before supporting the contract.
•IAT Level II baseline certification, such as Security or equivalent.
•MCSA 2016, Microsoft Azure Administrator, or equivalent computing environment certification. Full AZ-104 certification must be obtained within 180 days of the start date.
•ROLE REQUIREMENTS
•Daily on-site Tier I/II systems administration and executive walk-in support.
•Must be available to cover any shift as needed for employee callouts, staffing shortages, or mission requirements.
•Consistent professionalism, discretion, punctuality, and executive-ready communication and appearance.
•Ability and willingness to obtain a CI Polygraph for designated positions, as required by the contract.
•Ability to lift IT hardware and perform moderate physical activities, including reaching, bending, kneeling, and connecting cables.
•Travel as required to support mission objectives.
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
•Growth: AI-powered career tools that identify career steps and learning opportunities.
•Support: An internal mobility team focused on helping you achieve your career goals.
•Rewards: Comprehensive benefits and wellness packages, 401(k) company match, competitive pay, and paid time off.
•Community: An award-winning culture of innovation and a military-friendly workplace.
OWN YOUR OPPORTUNITY
Explore a career at GDIT and grow alongside colleagues committed to delivering mission-focused results.
#GDITINSCOM
#I2TS4
#GDITArmy
The likely salary range for this position is $102,850 - $139,150. 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.
Scheduled Weekly Hours:
40
Travel Required:
10-25%
T elecommuting Options:
Onsite
Work Location:
USA VA Fort Belvoir
Additional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc .
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans