General Dynamics Information Technology (www.gdit.com)
Develops computer systems specifications that address business requirements and fit with company/customer system architecture standards
Ticket Managers support the overall program’s requirement to effectively provide data center services through timely and efficient resolution of customer requests via the agency’s ticketing system.
Ticket Managers (TM) work as part of an elite and agile team responsible for maintaining and improving program responsibilities through efficient ticket management processes. The TM will be expected to proactively interact with customers and engineers in an effort to assist with expeditious responses and resolution of customer incident tickets and change requests. TMs are expected to oversee multiple queues and ensure tickets are properly assigned to groups and technicians when applicable allowing for timely triage, troubleshooting, and resolution. TMs are expected to have excellent oral and written communication skills. TMs will assist with capacity tracking, incident and change management, proper ticket routing and assignment, and metric analysis and presentation.
Candidate will be expected to coordinate the change process with the government customer and act as a liaison to ensure that DCS Engineers and Technicians follow established processes. Candidate will be able to guide modifications to the change process and document adherence to the process. Candidate must demonstrate sufficient IT technical knowledge to provide advice and guidance to fellow contractors and government customers. Candidate will be expected to attend and occasionally brief and lead meetings utilizing Microsoft PowerPoint, Remedy and Analytics Reports, and Visualization Software both to contractor and government personnel. Candidate must be able to explain not only the process but the underlying reasoning for the process to assist others in complying with it.
Candidate must be proactive and able to work with minimal supervision. Candidate must have excellent customer service skills as they will frequently interact with end customers and government leadership personnel. Candidate must have knowledge and experience necessary to apply logical precedent to handle one-off and unusual situations.
This position will provide assistance with Incident, Change, Problem Tickets, and Knowledge Management Articles for the Data Center Services (DCS) Contractor managers and the DCS Program Management Office supporting NGA. Duties may include but are not limited to:
*** Candidate will be expected to support a flexible 6 am to 6pm work schedule. ***
Clearance and Experience Requirements:
Unique/Additional Skills Desired:
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
The work is typically performed in an office environment and at client site locations, which requires proper safety precautions; work requires physical effort in the handling of light materials, boxes or equipment and significant walking.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.