ITSM Service Desk SME

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Administration

Job Qualifications:

Skills:

ITIL Processes, IT Service Management (ITSM), Service Desk Management

Certifications:

None

Experience:

10 + years of related experience

US Citizenship Required:

Yes

Job Description:

Advance how our customers operate while you advance your career. Join GDIT as an ITSM Service Desk Subject Matter Expert (SME) and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

We are seeking an ITSM Service Desk SME to oversee enterprise IT service management (ITSM) operations in support of a mission-critical defense program in Oahu, Hawaii. This individual will serve as the senior authority for service desk operations, ITIL process implementation, performance management, and continuous service improvement across classified and unclassified environments. 

The ideal candidate combines strong operational leadership with deep ITSM process expertise and experience supporting DoD or federal enterprise environments.

Key Responsibilities

• Serve as the senior Service Desk and ITSM authority for the program.
• Lead implementation and optimization of ITIL-based service management processes.
• Oversee Incident, Request, Problem, Change, Knowledge, and Asset Management processes.
• Ensure service delivery aligns with contractual SLAs, KPIs, and mission priorities.
• Develop and maintain ITSM governance documentation, policies, and SOPs. 

Service Desk Operations 

• Lead daily Tier 1 / Tier 2 service desk operations supporting end users in secure environments.
• Manage ticket queues, escalations, and major incident coordination.
• Ensure 24/7 support coverage where required.
• Implement performance dashboards and metrics reporting.
• Conduct trend analysis and identify systemic issues impacting mission performance. 

Process Optimization & Continuous Improvement 

• Drive service improvement initiatives using data analytics and user feedback.
• Lead root cause analysis and problem management activities.
• Standardize workflows and automate service processes where feasible.
• Support configuration management (CMDB) accuracy and lifecycle tracking. 

Cybersecurity & Compliance 

• Ensure service desk operations comply with DoD cybersecurity requirements.
• Support Risk Management Framework (RMF) documentation and audit readiness.
• Enforce secure handling of incidents in classified environments.
• Implement access control and account management best practices. 

Stakeholder Engagement 

• Interface directly with government leadership, mission owners, and technical teams.
• Provide executive-level briefings on service performance and operational readiness.
• Coordinate cross-functional resolution efforts with network, systems, cybersecurity, and application teams.
• Mentor junior service desk staff and develop leadership bench strength.

Required Qualifications 

• Active Secret clearance (TS preferred).
• Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience).
• 10+ years of progressive IT support or IT service management experience.
• Demonstrated experience implementing and managing:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Fulfillment
  • Configuration Management (CMDB) 
• Experience managing service desk tools such as ServiceNow, Remedy, or equivalent ITSM platforms.
• Strong knowledge of ITIL v3 or ITIL 4 frameworks.
• Experience supporting DoD or federal enterprise environments.

Certifications (Preferred / Desired)

• ITIL v4 Managing Professional or ITIL Expert
• PMP or CAPM