Req ID: RQ207613
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: BI Full 6C (T4)
Job Family: Technical Support Services
Skills:
ServiceNow Platform,ServiceNow Platform Architecture,ServiceNow Service Catalog,ServiceNow Service Level Management,ServiceNow Service Portal
Certifications:
ITIL 4 Foundation | PeopleCert - PeopleCert
Experience:
5 + years of related experience
US Citizenship Required:
Yes
Job Description:
About the Role
The Technical Liaison serves as a bridge between the Service Desk, Desktop Support, ServiceNow, Engineering, Security, and external stakeholders. This role ensures that technical requirements, operational needs, and strategic goals are effectively communicated, aligned, and executed. The Technical Liaison reduces communication gaps, accelerates issue resolution, and improves coordination across teams-ensuring customer satisfaction and operational efficiency.
Responsibilities
Partner with frontline technicians to track, prioritize, and resolve incidents, service requests, and escalations.
Provide oversight of desktop operations, ensuring service-level agreements (SLAs) are met.
Translate user needs into actionable technical requirements for ServiceNow, O365, security tools, and other enterprise platforms.
Liaise with engineering and system owners to support upgrades, patching, and change requests.
Act as a point of contact for escalations, ensuring technical issues are communicated in clear, business-friendly terms.
Provide white-glove support for executives and senior leadership, ensuring seamless IT experiences.
Identify bottlenecks in workflows, recommend process improvements, and drive adoption of best practices.
Support the development, maintenance, and dissemination of technical documentation, FAQs, and knowledge articles.
Assist in tracking configuration changes and ensuring compliance with change management policies.
Facilitate effective communication between Service Desk, Desktop Support, ServiceNow developers, Engineering, and Security teams.
Provide situational awareness and reporting to leadership on critical IT issues, outages, and incident response.
Qualifications
5+ years of IT operations, service desk, or technical support experience.
Proven ability to work across multiple IT domains (desktop, applications, infrastructure, and security).
Strong familiarity with ServiceNow or other IT Service Management (ITSM) tools.
Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders.
Demonstrated experience providing executive-level or high-priority IT support.
Strong organizational, problem-solving, and multitasking abilities.
Familiarity with ITIL processes (Incident, Change, Problem, Knowledge Management).
Preferred: ITIL v4 Foundations certification, CompTIA certifications (A+, Network+, Security+), or Microsoft/O365 certifications.
Preferred: Prior experience supporting government or high-security IT environments.
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
? Flexibility: Full-flex work week to own your priorities at work and at home
? 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.
The likely hourly rate for this position is between $28.90 - $39.10. 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 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 https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
