The Help Desk Manager for Mac specialization and Quality Assurance provides advanced macOS support within a secure executive federal environment, guiding QA efforts and mentoring Tier 1 and Tier 1.5 technicians on site in Washington, DC.
Responsibilities
- Deliver advanced technical support for macOS systems, Apple hardware, and related peripherals in a high-security government setting.
- Review and monitor active tickets to ensure alignment with quality standards, accurate documentation, and proper escalation handling.
- Collaborate with the Quality Assurance Coordinator and Training Manager to identify process gaps, develop improvements, and reinforce best practices across the service desk.
- Serve as a technical subject matter expert for the Mac team, offering mentorship, guidance, and hands-on training for Tier 1 and Tier 1.5 staff.
- Assist in testing, evaluating, and recommending enhancements for Apple hardware and software deployments.
- Work with leadership to design and implement quality improvement initiatives based on metrics and customer feedback.
- Perform root-cause analysis on recurring macOS issues and propose configuration or process changes to reduce incidents.
- Document resolutions, contribute to the knowledge base, and help develop Mac-focused training materials.
- Provide deskside and remote support for executive and VIP users, ensuring minimal disruption and high-level service delivery.
- Coordinate with network and infrastructure teams to resolve complex VPN, connectivity, and account access issues.
- Maintain awareness of emerging Apple technologies and integrate lessons learned into operational practices.
- Scope: Manager-level technical contributor with accountability for quality assurance and macOS subject matter expertise within the Help Desk; operates independently with moderate complexity.
Requirements
- Education: BA/BS or equivalent experience, with a minimum of 5 years of related work experience.
- Technical Certification: CompTIA Security+ (DoD 8570 Compliance) required within six months of start date.
- Security Clearance: Active Top Secret with SCI Eligibility.
- Language: Must be able to pass a basic English language assessment test.
- Preferred: BS/BA strongly preferred.
- Location: On customer site in Washington, DC. The service desk operates 24/7/365; occasional shift work may be required.
Technologies
- macOS
- Apple hardware
- Apple software
- VPN
Benefits
- Flexible work schedule
- 401K with company match
- Comprehensive health and wellness programs
- Internal mobility team to support career progression
- Opportunities for professional growth, including paid education and certifications
- Exposure to cutting-edge technology
- Paid vacation and holidays for rest and recharge
Your Impact
In this role you become a vital part of national safety and security, applying your expertise to protect critical government systems. You help translate technology into opportunity by establishing a foundation for executive IT support, serving as the initial point of contact for government clients and resolving issues efficiently with strong technical and customer service acumen.
Work Requirements
- Years of Experience: 2+ years of related experience, with variation based on technical training, certifications, or degree.
- Certification: CompTIA Security+ (Security+)
- Travel: 10-25% travel may be required.
- Citizenship: U.S. Citizenship Required.
Salary and Benefits Information
The expected salary range for this position is USD 107,744 to 126,500 per year. Compensation will be determined by experience, location, and contractual requirements and may fall outside this range. See the rewards program for a detailed overview of benefits.
Identity Verification Process
As part of the hiring process, you may be asked to participate in an identity verification procedure that uses advanced biometrics and artificial intelligence to confirm identity and reduce fraud risk. Virtual interviews may require on-camera participation, and consent is required for the collection and processing of biometric data for security purposes.
About Our Work
General Dynamics Information Technology is a global technology and professional services organization delivering mission-critical solutions to U.S. government agencies, defense, and intelligence communities. With a workforce of thousands of experts, GDIT applies technology to deliver value at scale, across many countries, focusing on digital modernization, AI and ML, cloud, cyber, and application development.
