Scientific IT Service Desk Manager

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Contact Center

Job Qualifications:

Skills:

Analytics, Information Technology (IT) Services, Life Science, Science

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking a Scientific IT Service Desk Manager to join our program supporting the biomedical research community for our customer with the National Heart, Lung, and Blood Institute (NHLBI) at the National Institutes of Health.  

Responsibilities: 

• Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.
• Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.
• Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.
• Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.
• Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow.
• Coordinate with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high-quality support.
• Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments.

Required Qualifications: 

• Bachelor’s degree in a related field (preferred) or equivalent experience.
• At least three years of experience managing a multi‑tier IT service desk in research or scientific computing environments.
• Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.
• Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.
• Proficiency with IT service management (ITSM) platforms such as ServiceNow and familiarity with incident, problem, change, and configuration management.
• Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support.
• Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments.

Desired Qualifications: 

• Experience leading technology modernization or service improvement initiatives in research‑intensive organizations.
• Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.
• Proven ability to build long‑term relationships with scientific stakeholders and translate research needs into IT support strategies.
• Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.
• Experience optimizing service desk operations through analytics, workflow automation, or ITIL‑aligned continuous improvement.

#GDITFedHealthJobs

GDIT IS YOUR PLACE: 

• Full-flex work week to own your priorities at work and at home 

• 401K with company match 

• Comprehensive health and wellness packages 

• Internal mobility team dedicated to helping you build your skills and own your career 

• Professional growth opportunities including paid education and certifications 

• Cutting-edge technology you can learn from  

• Rest and recharge with paid vacation and 10 company-paid holidays  

The likely salary range for this position is $97,750 - $132,250. 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:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA MD Bethesda

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

 

 

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

 

 

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans