Technical Liaison

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

BI Full 6C (T4)

Job Family:

Technical Support Services

Job Qualifications:

Skills:

ServiceNow Platform, ServiceNow Platform Architecture, ServiceNow Service Catalog, ServiceNow Service Level Management, ServiceNow Service Portal

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

About the Role

The Technical Liaison serves as a bridge between the Service Desk, Desktop Support, ServiceNow, Engineering, Security, and external stakeholders. This role ensures that technical requirements, operational needs, and strategic goals are effectively communicated, aligned, and executed. The Technical Liaison reduces communication gaps, accelerates issue resolution, and improves coordination across teams—ensuring customer satisfaction and operational efficiency.

Responsibilities

• Partner with frontline technicians to track, prioritize, and resolve incidents, service requests, and escalations.
• Provide oversight of desktop operations, ensuring service-level agreements (SLAs) are met.
• Translate user needs into actionable technical requirements for ServiceNow, O365, security tools, and other enterprise platforms.
• Liaise with engineering and system owners to support upgrades, patching, and change requests.
• Act as a point of contact for escalations, ensuring technical issues are communicated in clear, business-friendly terms.
• Provide white-glove support for executives and senior leadership, ensuring seamless IT experiences.
• Identify bottlenecks in workflows, recommend process improvements, and drive adoption of best practices.
• Support the development, maintenance, and dissemination of technical documentation, FAQs, and knowledge articles.
• Assist in tracking configuration changes and ensuring compliance with change management policies.
• Facilitate effective communication between Service Desk, Desktop Support, ServiceNow developers, Engineering, and Security teams.
• Provide situational awareness and reporting to leadership on critical IT issues, outages, and incident response.

Qualifications

• 5+ years of IT operations, service desk, or technical support experience.
• Proven ability to work across multiple IT domains (desktop, applications, infrastructure, and security).
• Strong familiarity with ServiceNow or other IT Service Management (ITSM) tools.
• Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.
• Demonstrated experience providing executive-level or high-priority IT support.
• Strong organizational, problem-solving, and multitasking abilities.
• Familiarity with ITIL processes (Incident, Change, Problem, Knowledge Management).
• Preferred: ITIL v4 Foundations certification, CompTIA certifications (A+, Network+, Security+), or Microsoft/O365 certifications.
• Preferred: Prior experience supporting government or high-security IT environments.

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 tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

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 hourly rate for this position is between $28.90 - $39.10. 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:

None

Telecommuting Options:

Hybrid

Work Location:

USA DC Home Office (DCHOME)

Additional Work Locations:

Any Location / Rem