Service Desk Knowledge Manager

Type of Requisition

Regular

Clearance Level Must Currently Possess

Top Secret

Clearance Level Must Be Able to Obtain

Top Secret/SCI

Public Trust/Other Required

None

Job Family

Technical Documentation

Skills

Customer Service, ITIL Methodologies, Knowledge Management, Knowledge Management Tools, Technical Documents Certifications:

8 + years of related experience US Citizenship Required

Yes

Job Description

General Dynamics Information Technology seeks a highly skilled Service Desk Knowledge Manager to support a military service desk environment. This is a one-deep position, meaning the individual will be solely responsible for developing, maintaining, and optimizing the knowledge management system to improve service desk efficiency and effectiveness.

The ideal candidate will have strong technical expertise, exceptional organizational skills, and experience in knowledge management, IT service management (ITSM), and military IT environments.

This role is perfect for a proactive knowledge management professional who thrives in a dynamic IT service desk environment and is committed to optimizing support processes through structured documentation and continuous improvement.

How a Service Desk Knowledge Manager will make a difference

Develop, maintain, and enhance a comprehensive Knowledge Management (KM) framework, ensuring service desk operations are supported by structured and up-to-date SOPs, FAQs, and troubleshooting guides

Align knowledge base content with ITIL best practices, conduct regular audits, and eliminate outdated or inaccurate information

Collaborate with service desk analysts, IT teams, and military personnel to capture critical knowledge and refine support processes

Provide training and guidance to service desk staff on knowledge resource utilization

Implement and manage a self-service portal to empower end-users and reduce dependency on direct support

Analyze ticketing trends and incident data to identify and address knowledge gaps

Optimize ServiceNow Knowledge Management tools, ensuring seamless ITIL-based service desk operations

Track and analyze knowledge base usage metrics to drive continuous improvement and automation

Stay current with emerging trends in Knowledge Management and ITSM to adopt best practices

Create clear and effective IT knowledge articles to support technical documentation needs

​Education: BA/BS or equivalent experience

Experience: 8+ years in knowledge management, ITSM, or related fields

Technical Skills

ServiceNow KM & ITSM expertise

Strong understanding of ITIL framework

Familiarity with Knowledge-Centered Service (KCS) principles

Key Attributes

Strong communication: Ability to translate technical concepts into user-friendly content

Attention to detail: Ensure clarity and accuracy in documentation

Adaptability & Initiative: Ability to navigate evolving military IT environments and proactively address knowledge gaps

Security Clearance: Top Secret

Location: Springfield, VA – On Customer Site.

Travel: Some travel may be required