Regional Desktop Support Manager
The Regional Desktop Support Manager provides leadership and operational oversight for Desktop Support Services within an assigned geographic region, delivering Tier 2 endpoint and deskside support to Department of State users. This role is responsible for ensuring consistent service delivery, operational excellence, and customer satisfaction across all supported sites within the region, while aligning execution with program objectives and ITIL best practices.
The Regional Desktop Support Manager serves as the primary operational leader for their region, translating enterprise strategy into day-to-day execution, managing staff performance, and coordinating closely with peer managers and service teams to support mission-critical operations.
Primary Responsibilities
Regional Operational Leadership
Lead and oversee daily deskside support operations across assigned locations, ensuring incidents, service requests, and escalations are resolved efficiently and in accordance with service level agreements (SLAs) and performance targets.
Team Leadership & Accountability
Directly manage team leads and technicians within the region. Set clear expectations, reinforce standards, and foster a culture of accountability, professionalism, and customer service excellence.
Process Execution & Standardization
Ensure regional compliance with established policies, SOPs, and ITIL 4-aligned processes. Provide feedback to DSS leadership on process effectiveness and regional execution challenges.
Performance Management & Reporting
Monitor regional KPIs, workload distribution, staffing levels, and operational trends. Provide accurate reporting and actionable insights to the Deputy DSS Manager and DSS Manager.
Stakeholder & Site Coordination
Serve as the primary point of contact for regional stakeholders, site leadership, and facilities partners. Coordinate closely with IT Mart, Citrix, Supply Chain Management, Refresh, and Mobile/Remote Support teams to ensure seamless service delivery.
Escalation & Issue Resolution
Act as the first level of management escalation for regional operational issues. Identify risks, resource constraints, and service impacts, and proactively communicate mitigation strategies to leadership.
Workforce Development & Training
Ensure regional staff complete required technical, security, and compliance training. Support onboarding, cross-training, mentoring, and professional development for team members.
Continuous Improvement
Identify opportunities to improve regional efficiency, service quality, and customer experience. Participate in initiatives focused on queue optimization, automation, capacity management, and process improvement.
Scope of Role
Direct responsibility for deskside support operations across multiple sites within an assigned region
Manages a team of technicians and team leads supporting a high-volume, mission-critical environment
Operates within a complex, geographically distributed enterprise IT program
Regular interaction with program leadership and federal stakeholders
Education and Experience
Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Minimum of 810 years of IT experience, including 35 years in a supervisory or management role within an IT service delivery environment
Experience supporting large enterprise or government IT programs strongly preferred
ITIL 4 certification required; additional certifications (CompTIA, PMP, SAFe, or similar) preferred
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and youll find opportunities to lead high-performing teams, drive operational excellence, and deliver mission-critical IT services in support of national objectives.
