Service Desk Manager

General Dynamics

Confirmed live today High trust

Quick summary

Work type: On-site
Location: Washington, DC
Salary: $110,500–$149,500 / yr
Posted: 70 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $185k

This role $130k

$98k $230k

below market most similar roles pay here above market

This role pays less than 88% of similar roles. Most pay $152,787–$216,587 — the blue band above. At the midpoint, this role pays about $130k versus about $185k for comparable roles.

Based on 240 similar postings.

Employer

About General Dynamics

General Dynamics is a global aerospace and defense company offering a broad portfolio of products and services in business aviation, ship construction, land combat vehicles, and information technology. It serves customers in the U.S. government, allied governments, and a diverse array of commercial markets.

General Dynamics currently has 1377 open roles on FindRole.

Listed pay typically runs $124,093–$150,385 across 1184 roles with salary data.

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View all roles at General Dynamics

At a glance

TL;DR · Service Desk Manager

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The Service Desk Manager leads the day-to-day operations of an on-site classified help desk, providing operational leadership and staff oversight for technicians across multiple geographically dispersed sites. This role involves managing the full lifecycle of service requests, incidents, and technical issues within a ServiceNow-driven environment. Key responsibilities include overseeing triage processes, enforcing security protocols, coaching technicians, and monitoring Service Level Agreements to ensure high-quality service delivery. The position requires expertise in problem management and technical troubleshooting to support executive IT missions. Candidates must possess core competencies in customer service for VIP levels, ServiceNow experience, and the ability to obtain a CompTIA Security+ certification. The work focuses on maintaining secure, compliant IT service delivery within a classified support environment for government and defense projects.

Skills

ServiceNow CompTIA Security+ Problem Management SLA Technical Support Classified Environment CSI DoD 8570 Triage Troubleshooting

What you'll do

Oversee day-to-day operations of the on-site classified help desk to ensure high-quality IT support.
Lead and supervise help desk technicians across multiple geographically dispersed sites throughout the United States.
Manage the full lifecycle of service requests, incidents, and technical issues within the ServiceNow platform.
Establish and enforce help desk processes, workflows, and security protocols for classified operations.
Provide direct coaching and troubleshooting support to technicians to enhance technical proficiency and resolution speed.
Monitor and enforce Service Level Agreements (SLAs) and take corrective action when performance trends fall below thresholds.
Drive Continuous Service Improvement (CSI) initiatives by analyzing performance metrics and implementing process enhancements.
Report significant system issues or operational concerns to upper management to ensure visibility and timely response.

What we're looking for

Must be a U.S. citizen.
Must possess an active Top Secret or DOE Q security clearance.
Must have a BA/BS degree or equivalent experience.
Must have 9+ years of related experience.
Must have 5+ years of experience.
Must obtain CompTIA Security+ (DoD 8570 Compliance) within 6 months of starting.
Must have ServiceNow experience.
Must have excellent customer service skills including experience supporting C-Suite and other VIP levels.

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