Type of Requisition:Regular
Clearance Level Must Currently Possess:Top Secret SCI + Polygraph
Clearance Level Must Be Able to Obtain:Top Secret SCI + Polygraph
Public Trust/Other Required:None
Job Family:Technical Support Services
Job Qualifications:Skills:Collaboration, Customer Service, Organizing, Prioritization, Technical Knowledge
Certifications:None
Experience:5 + years of related experience
US Citizenship Required:Yes
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
• US citizenship required
• Shift: Weekends and weeknight shifts; exact hours will be determined based on business needs
• This position is mission essential, may include work on holidays when required
• Location: On site Annapolis Junction, MD or Client site - TX
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.
Scheduled Weekly Hours:40
Travel Required:Less than 10%
Telecommuting Options:Onsite
Work Location:USA MD Annapolis Junction
Additional Work Locations:USA TX San Antonio
Total Rewards at GDIT: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. 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.
Our Identity Verification Process:As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
