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Help Desk Supervisor - TS/SCI w/Poly

General Dynamics Information Technology
USA
Full-time
Mid · 5+ years experience
Onsite
Discovered 3 weeks ago
jiraservicenow

Full Job Posting

Skills:

  • Certifications:
  • Experience:
  • US Citizenship Required:
  • Job Description:
  • HELP DESK SUPERVISOR
  • MEANINGFUL WORK AND PERSONAL IMPACT
  • ● Provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service.
  • ● Blend strong technical knowledge with leadership skills and availability to manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment through proactive handling of issues/action items
  • ● Actively monitor incoming volume/tickets to identify trends/common issues and/or quality issues. Investigate root causes and perform corrective actions or report necessary information to appropriate teams as relevant
  • ● Serve as a technical point of contact - perform in depth technical troubleshooting of systems to assure staff readiness, participate in service modernization efforts, and train staff.
  • ● Maintain staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping (approvals), promotions, and offboarding.
  • ● Provide coverage in the absence of required staffing levels (including weekends, evenings, holidays, midnights).
  • ● Provide mentorship, career development advice, skills development and training, and overall guidance to team members. Identify, address, resolve, and document personnel issues.
  • ● Identify areas of potential improvement, research technical and administrative challenges, identify and develop solutions, present findings to management, implement solutions when required
  • ● Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues.
  • ● Update documentation including but not limited to knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, asset ownership.
  • ● Maintain a professional attitude, communicate effectively, and provide excellent customer service at all times.
  • ● Other projects/duties as assigned, proactively identify and address tasks/emails/projects/situations.
  • WHAT YOU’LL NEED TO SUCCEED
  • Bring your technology expertise and drive for innovation to GDIT. The Help Desk Supervisor must have:
  • ● Education: Bachelor of Arts/Bachelor of Science
  • ● Experience: 5+ years of related experience
  • ● Technical skills:
  • Experience and strong troubleshooting skills with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management.
  • Knowledge of concepts of virtualization, cloud services, networking, and Active Directory/Group Policies.
  • Understanding of Security Best Practices.
  • Exposure to Ticketing systems (Service Now & Jira).
  • Familiarity with data analysis concepts.
  • Ability to independently research solutions to issues and present them in a format applicable to relevant stakeholders.
  • ● Preferred Skills:
  • Experience using data and analytics to drive strategic decisions and operational improvements.
  • Exposure to ITIL practices and ticketing systems (ServiceNow, Remedy, Jira, Zendesk).
  • Data Science/Data Analytics
  • ● Key Competencies:
  • Strong analytical and problem-solving skills.
  • Excellent communication and customer service orientation.
  • Ability to manage multiple tasks and prioritize effectively.
  • Collaborative mindset and willingness to support both technical and non-technical stakeholders.
  • ● Security clearance level: TS/SCI w/Poly
  • ● Shift: Monday - Friday Days
  • ● This position is mission essential, may include work on holidays when required
  • ● Location: On site Annapolis Junction, MD
  • 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.
  • #GlobalServices
  • Scheduled Weekly Hours:
  • Travel Required:
  • Telecommuting Options:

Work Location:

  • Additional Work Locations:
  • Total Rewards at GDIT:
  • Our Identity Verification Process:
  • About Our Work:
  • gdit.com/tc.

Qualifications

  • Certifications
  • HELP DESK SUPERVISOR
  • MEANINGFUL WORK AND PERSONAL IMPACT
  • ● Provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service.
  • ● Blend strong technical knowledge with leadership skills and availability to manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment through proactive handling of issues/action items
  • ● Actively monitor incoming volume/tickets to identify trends/common issues and/or quality issues. Investigate root causes and perform corrective actions or report necessary information to appropriate teams as relevant
  • ● Serve as a technical point of contact - perform in depth technical troubleshooting of systems to assure staff readiness, participate in service modernization efforts, and train staff.
  • ● Maintain staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping (approvals), promotions, and offboarding.
  • ● Provide coverage in the absence of required staffing levels (including weekends, evenings, holidays, midnights).
  • ● Provide mentorship, career development advice, skills development and training, and overall guidance to team members. Identify, address, resolve, and document personnel issues.
  • ● Identify areas of potential improvement, research technical and administrative challenges, identify and develop solutions, present findings to management, implement solutions when required
  • ● Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues.
  • ● Update documentation including but not limited to knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, asset ownership.
  • ● Maintain a professional attitude, communicate effectively, and provide excellent customer service at all times.
  • ● Other projects/duties as assigned, proactively identify and address tasks/emails/projects/situations.
  • WHAT YOU’LL NEED TO SUCCEED
  • ● Education: Bachelor of Arts/Bachelor of Science
  • ● Experience: 5+ years of related experience
  • Experience and strong troubleshooting skills with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management.
  • Knowledge of concepts of virtualization, cloud services, networking, and Active Directory/Group Policies.
  • Understanding of Security Best Practices.
  • Exposure to Ticketing systems (Service Now & Jira).
  • Familiarity with data analysis concepts.
  • Ability to independently research solutions to issues and present them in a format applicable to relevant stakeholders.
  • Experience using data and analytics to drive strategic decisions and operational improvements.
  • Exposure to ITIL practices and ticketing systems (ServiceNow, Remedy, Jira, Zendesk).
  • Data Science/Data Analytics
  • Strong analytical and problem-solving skills.
  • Excellent communication and customer service orientation.
  • Ability to manage multiple tasks and prioritize effectively.
  • Collaborative mindset and willingness to support both technical and non-technical stakeholders.
  • ● Security clearance level: TS/SCI w/Poly
  • ● US citizenship required
  • ● Shift: Monday - Friday Days
  • ● This position is mission essential, may include work on holidays when required
  • ● Location: On site Annapolis Junction, MD
  • 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.
  • #GlobalServices
  • Scheduled Weekly Hours
  • ●
  • 5+ years of related experience
  • gdit.com/tc.

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