ITSM Service Desk SME

Company: GD Information Technology
Location: Honolulu
Posted on: April 2, 2026

Job Description:

Type of Requisition: Pipeline 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 DoW 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 DoW 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 DoW or federal enterprise environments. Certifications (Preferred / Desired) ITIL v4 Managing Professional or ITIL Expert PMP or CAPM CISSP, Security, or CASP HDI Support Center Manager (HDI-SCM) Lean Six Sigma (Green Belt or higher) Preferred Qualifications Experience supporting Pacific or INDOPACOM-based defense missions. Experience managing service desk operations in classified (SIPR/JWICS) environments. Familiarity with Zero Trust architecture principles. Experience integrating ITSM with DevSecOps or Agile delivery environments. Experience managing large, distributed service desk teams. GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. DefendTheIndoPacific The likely salary range for this position is $111,155 - $150,385. 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: None T elecommuting Options: Onsite Work Location: USA HI Honolulu 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. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 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 capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc . Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Keywords: GD Information Technology, Honolulu , ITSM Service Desk SME, IT / Software / Systems , Honolulu, Hawaii