**Req ID:** RQ193838 **Type of Requisition:** Regular **Clearance Level Must Be Able to Obtain:** Secret **Public Trust/Other Required:** None **Job Family:** Workforce Management **Skills:** Group Problem Solving,Long Term Planning,Management Reporting **Experience:** 5 + years of related experience **US Citizenship Required:** Yes **Job Description:** Seize your opportunity to make a personal impact as a **Senior Workforce Manager** supporting our Customer Engagement programs under Technology Shared Services (TSS). GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. As a **Senior Workforce Manager** you will help ensure today is safe and tomorrow is smarter. Our work depends on **Senior Workforce Manager** joining our team to manage the workforce planning of large service desks and contact centers. The role will be **remote.** **HOW A SENIOR WORKFORCE MANAGER WILL MAKE AN IMPACT** + Manages the workforce management/planning activities of a large contact center. Supervises non-exempt and exempt staff + Develop and implement strategies to effectively manage the service desk workforce, including staffing, scheduling, forecasting, and resource allocation. Ensure appropriate coverage and skill sets are in place to meet service level agreements (SLAs) and customer expectations + Effective performance management via Monitor and analyze key performance indicators (KPIs) to evaluate the productivity and performance of the service desk teams. Establish performance goals and metrics, provide feedback, conduct performance reviews, and implement improvement plans as needed. + Identify opportunities for process improvement and efficiency enhancements within the service desk operations. Collaborate with stakeholders to streamline workflows, standardize procedures, and implement best practices to optimize service delivery + Foster strong relationships with internal departments and external customers to understand their needs, address concerns, and provide excellent customer service. Act as a liaison between the service desk and other IT teams, ensuring effective communication and collaboration + Make data-driven recommendations to Operations to accomplish service levels, to control costs while maintaining high-quality service + Generate regular reports and analyze data related to service desk performance, workforce metrics, and customer satisfaction. Use insights to identify trends, make data-backed recommendations, and implement corrective actions as necessary + Provide strong leadership and guidance to the service desk team, fostering a positive work environment, promoting teamwork, and encouraging employee engagement and motivation. Set clear expectations, delegate responsibilities, and empower team members to achieve their full potential **WHAT YOU’LL NEED TO SUCCEED:** + BA/BS and 5+ years of experience or equivalent years of experience + 5+ years of related Workforce Management experience in a service desk/contact center environment + Proficiency in using service desk software and tools is essential + Familiarity with popular service desk platforms such as ServiceNow, JIRA, CXOne Pro, IEX + Proficiency in generating reports and analyzing service desk metrics + Familiarity with CRM tools + Knowledge of Project Management tools + Strong communication and leadership skills + Requires ability to obtain a Secret Clearance + US Citizenship Required **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 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 holidays The likely salary range for this position is $106,250 - $143,750. 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. 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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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 30 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. We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real. 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.