Senior Customer Service Manager

General Dynamics Information Technology

Customer Service Sr Manager leading help desk operations and driving process improvement initiatives for GDIT. Ensuring high-quality customer support and leveraging modern IT service practices.

Posted 5/30/2026full-timeRemote • Kentucky • 🇺🇸 United StatesSenior💰 $107,950 - $146,050 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Lead daily help desk operations and ensure high-quality customer support delivery
Establish and improve help desk processes, workflows, SOPs, and governance practices
Drive continuous improvement initiatives aligned with IT service management best practices
Develop and monitor operational metrics, dashboards, SLAs, and performance reporting
Oversee ticket quality assurance, escalation management, and process compliance reviews
Identify opportunities for AI enabled capabilities such as virtual agents and intelligent ticket routing
Optimize utilization of Jira Service Management and Confluence
Collaborate with leadership and technical teams to improve support operations and customer satisfaction

Requirements

What you’ll need

Bachelor’s degree in information technology, Business Administration, or related field (or equivalent experience)
Minimum 10 years of experience in IT support, help desk operations, or IT service management
Minimum 5 years of experience leading enterprise help desk or service desk teams
Strong knowledge of IT service management frameworks such as CMMI and ITIL
Hands-on experience with ITSM, such as Jira Service Management, and knowledge management platforms, such as Confluence
Experience developing operational metrics, SLAs, dashboards, and reporting
Familiarity with AI, automation, and modern service management technologies preferred
Experience supporting federal or enterprise environments preferred

Benefits

Comp & perks

Comprehensive benefits and wellness packages
401K with company match
Vacation, sick and personal time
Paid parental leave
Military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment insurance
Personal accident and critical illness insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supporthelp desk operationsIT service managementoperational metricsSLAsdashboardsticket quality assuranceescalation managementprocess complianceAI enabled capabilities

Soft Skills

leadershipcustomer supportcollaborationcontinuous improvementcommunication

Certifications

Bachelor’s degree in information technologyBachelor’s degree in Business AdministrationCMMIITIL