Role Description
We are seeking a strategic and customer focused Customer Service Sr Manager to lead help desk operations, drive process improvement initiatives, and enhance service delivery through modern IT service management practices. This role will oversee operational governance, metrics, quality assurance, and customer engagement while helping mature support operations aligned with ITIL best practices. The position will also serve as a thought leader on how DOE can leverage AI capabilities within help desk operations to improve customer engagement, enhance user experience, increase operational efficiency, and reduce support costs for TO#261.
-
Lead daily help desk operations and ensure high-quality customer support delivery
-
Establish and improve help desk processes, workflows, SOPs, and governance practices
-
Drive continuous improvement initiatives aligned with IT service management best practices
-
Develop and monitor operational metrics, dashboards, SLAs, and performance reporting
-
Oversee ticket quality assurance, escalation management, and process compliance reviews
-
Serve as a thought leader on how DOE can utilize AI within help desk operations to improve customer engagement, automate support functions, enhance service delivery, and reduce operational costs
-
Identify opportunities for AI enabled capabilities such as virtual agents, intelligent ticket routing, knowledge automation, predictive analytics, and self-service enhancements
-
Optimize utilization of Jira Service Management and Confluence for service management and knowledge management
-
Support the TO 268 End User Support Lead through operational oversight, process improvement recommendations, and QA activities
-
Collaborate with leadership and technical teams to improve support operations and customer satisfaction
Qualifications
-
Bachelor’s degree in information technology, Business Administration, or related field (or equivalent experience)
-
Minimum 10 years of experience in IT support, help desk operations, or IT service management
-
Minimum 5 years of experience leading enterprise help desk or service desk teams
-
Strong knowledge of IT service management frameworks such as CMMI and ITIL
-
Hands-on experience with ITSM, such as Jira Service Management, and knowledge management platforms, such as Confluence
-
Experience developing operational metrics, SLAs, dashboards, and reporting
-
Strong customer service, communication, and leadership skills
-
Experience with process improvement, governance, and quality assurance practices
-
Familiarity with AI, automation, and modern service management technologies preferred
-
Experience supporting federal or enterprise environments preferred
Benefits
-
Comprehensive benefits and wellness packages
-
401K with company match
-
Competitive pay and paid time off
-
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 Description
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 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 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.
