Top 94 Technical support manager Jobs in Bethesda, Md

IT Service Desk Technical Lead (Operations)
General Dynamics Information Technology —Bethesda, MD
- $81,349 - $103,500 a year
- Hybrid work
- Computer science
- Computer Science
- 5 years
- Paid holidays
- 401(k) matching
4d
IT Service Desk Team Lead
General Dynamics Information Technology —Bethesda, MD
- $83,927 - $113,549 a year
- Hybrid work
- Mid-level
- Office
- Master's degree
- Paid holidays
- 401(k) matching
Training Lead
University of Maryland —College Park, MD
- $108,480 - $130,176 a year
- Weekends as needed
- Background check
- Google Workspace
- ERP systems
Program Manager/Training Lead
Contact Government Services, LLC —Rockville, MD
- $180,000 - $200,000 a year
- Full-time
- 5 years
- Mid-level
- Supervising experience
- Health insurance
- Dental insurance
Quick Apply
Task Area Program Manager (Universal IT Customer Support)
General Dynamics Information Technology —Washington, DC
- $164,382 - $166,750 a year
- Hybrid work
- 8 years
- Bachelor's degree
- Travel
- Paid time off
- 401(k) matching
Senior Lead Installation Technician
Leidos —Alexandria, VA
- $92,300 - $166,850 a year
- Full-time
- 5 years
- Master's degree
- High school diploma or GED
HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) - Top Secret clearance
General Dynamics Information Technology —Washington, DC
- $107,744 - $126,500 a year
- Bachelor of Science
- English
- Mid-level
- Paid holidays
- On-the-job training
Service Desk Team Lead
Koniag Government Services —Washington, DC
- $90,000 - $110,000 a year
- Extended hours
- Remote
- Computer Science
- English
- Supervising experience
- Paid holidays
- Health insurance
1d
Customer Service Manager (Client Experience)
National Board for Certification in Occupational Therapy, Inc —Gaithersburg, MD
- $85,000 - $95,000 a year
- Full-time
- Hybrid work
- High school diploma or GED
- Ability to lift 50 pounds
- Quality control
- Profit sharing
- Disability insurance
Quick Apply
Tier 1 Help Desk Lead
NuAxis Innovations —Washington, DC
- Online Application
- Windows
- 3 years
- Analysis skills
9d
Incident Manager
BAE Systems Inc. —Chantilly, VA
- $132,962 - $226,035 a year
- Full-time
- Analysis skills
- Senior level
- Leadership
- Health savings account
- Paid holidays
Manager, Gateway Operations
SES —McLean, VA
- $127,500 - $187,000 a year
- Full-time
- 7 years
- DevOps
- Engineering
Operations Support Center Lead
Maximus —Annapolis Junction, MD
- $110,000 - $135,000 a year
- On call
- 5 years
- Travel
- Mentoring
- Paid holidays
- Disability insurance
End User Support Lead
CACI —Springfield, VA
- $70,800 - $148,600 a year
- Full-time
- 5 years
- Mid-level
- Ability to lift 50 pounds
- Health insurance
1d
SATCOM Customer Support Engineering Manager, Amazon Leo Government
KGS LLC —Arlington, VA
- $142,800 - $193,200 a year
- Full-time
- Computer Science
- Engineering
- AWS
- AD&D insurance
- Health insurance
Partner Engagement Manager, Joint Staff
Onebrief —Washington, DC
- $150,000 - $180,000 a year
- Full-time
- Mid-level
- In-person
- Leadership
- Health insurance
- Dental insurance
Technical Support Manager
Stahl Companies —Washington, DC
- Temporary
- Bachelor of Science
- Team management
- Mentoring
Quick Apply
Senior Technical Support Manager
Stahl Companies —Washington, DC
- Temporary
- Bachelor of Science
- Office
- Doctor of Philosophy
Quick Apply
Project Support/Customer Service Manager - VAXCOM
Parsons —Springfield, VA
- $103,500 - $181,100 a year
- Temporary
- 5 years
- Mid-level
- Driver's License
- Wellness program
- Paid holidays
3d
Tier 2 Lead
Unissant —Washington, DC
- Extended hours
- Remote
- Computer Science
- Up to 50% travel
- Office
Quick Apply

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IT Service Desk Technical Lead (Operations)

General Dynamics Information Technology -
Bethesda, MD

Apply Now

Job Details

$81,349 - $103,500 a year
4 days ago

Benefits

Internal mobility program
Paid holidays
401(k) matching

Qualifications

ITIL Foundation
Managing technical support teams
Customer communication
ITIL Certification
Defect resolution root cause analysis
Automation
Managing teams in a customer support role
Team leadership
Enterprise software
Incident management software
Change management
Customer engagement
Customer support
Problem management
Process improvement planning
Business operations
ITIL implementation
Ticketing system technical support
Failure analysis

Full Job Description

Clearance Level

None

REQ#: RQ226645

Public Trust: NACI (T1)

Requisition Type: Pipeline

Your Impact

Own your opportunity to be on the frontlines of health innovation. Deliver for America’s health agency missions and enhance lives for hundreds of millions every day.

Job Description

IT Service Desk Technical Lead (Operations)

GDIT is currently seeking an IT Service Desk Technical Lead in Bethesda, MD. to join our team. In this role you will be required to manage Service Desk performance using service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements. This position will report directly to the Service Desk Manager and have frequent contact with customers, direct reports, peers and managers.

How an IT Service Desk Technical Lead will make an impact

Leading Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
Managing Service Desk performance using service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements.
Analyzing operational metrics, identifying trends, implementing corrective actions, and driving continuous process improvement.
Managing workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.
Developing and maintaining operational procedures, knowledge articles, training materials, and service management documentation.
Coordinating effectively with Government personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.

What you’ll need to succeed

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience required.
Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity.
Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.
ITIL Foundation certification required; ITIL Intermediate, Managing Professional, or equivalent certification preferred.
Experience supporting Service Desk operations utilizing platforms such as ServiceNow, Cisco ACD, or equivalent enterprise ITSM and contact center technologies.
Experience supporting Federal Government, healthcare, research, academic or similarly complex organizations is preferred.
Excellent verbal, written, presentation, and customer engagement skills.
Demonstrated ability to lead teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.
Experience supporting organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.

Security Clearance

Ability to obtain and maintain an NIH Public Trust clearance

Location

Bethesda, MD (onsite with potential hybrid schedule)

GDIT IS YOUR PLACE:

Full-flex work week to own your priorities at work and at home

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you build your skills and 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 10 company-paid holidays

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

Work Requirements

Years of Experience

5 + years of related experience

may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Salary and Benefit Information

The likely salary range for this position is $81,349 - $103,500. 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.

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

Apply Now

Refine Your Search

technical support manager jobs in bethesda, md

IT Service Desk Technical Lead (Operations)

IT Service Desk Team Lead

Training Lead

Program Manager/Training Lead

Task Area Program Manager (Universal IT Customer Support)

Senior Lead Installation Technician

HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) - Top Secret clearance

Service Desk Team Lead

Customer Service Manager (Client Experience)

Tier 1 Help Desk Lead

Incident Manager

Manager, Gateway Operations

Operations Support Center Lead

End User Support Lead

SATCOM Customer Support Engineering Manager, Amazon Leo Government

Partner Engagement Manager, Joint Staff

Technical Support Manager

Senior Technical Support Manager

Project Support/Customer Service Manager - VAXCOM

Tier 2 Lead

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REQ#: RQ226645

Public Trust: NACI (T1)

Requisition Type: Pipeline

Your Impact

Job Description

Work Requirements

Salary and Benefit Information

Our Identity Verification Process

About Our Work

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