Scientific IT Service Desk Manager

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Contact Center

Job Qualifications:

Skills:

Information Technology (IT) Services, IT Service Desk, Research Technologies, Service Improvement

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking a Scientific IT Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.  

Responsibilities: 

• Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.

• Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.

• Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.

• Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.

• Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow.

• Coordinate with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high-quality support.

• Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments.

Required Qualifications: 

• Bachelor’s degree in a related field (preferred) or equivalent experience.

• At least three years of experience managing a multi‑tier IT service desk in research or scientific computing environments.

• Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.

• Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.

• Proficiency with IT service management (ITSM) platforms such as ServiceNow and familiarity with incident, problem, change, and configuration management.

• Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support.

• Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments.

Desired Qualifications: 

• Experience leading technology modernization or service improvement initiatives in research‑intensive organizations.

• Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.

• Proven ability to build long‑term relationships with scientific stakeholders and translate research needs into IT support strategies.

• Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.

• Experience optimizing service desk operations through analytics, workflow automation, or ITIL‑aligned continuous improvement.

#GDITFedHealthJobs

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.

The likely salary range for this position is $131,750 - $178,250. 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:

L