Help Desk Leader (TS/SCI + Poly) – 24/7 Ops

gdit; San Antonio (TX); On-site; USD 106,000 - 144,000; Full time

Job summary

GDIT is seeking a Help Desk Supervisor in Texas to lead a dynamic team of technicians in a 24/7 environment. The role requires Top Secret/SI-Poly clearance, strong leadership and technical troubleshooting skills, and a commitment to customer service excellence.

Responsibilities include staffing, shift management, monitoring ticket trends, and coordinating with Tier 2 and other engineering teams to resolve critical issues. The position is onsite at client site in TX.

Qualifications

• Must have 5+ years of related experience.
• Security clearance: Top Secret SCI + Polygraph is required.
• Bachelor's degree is required.
• Strong leadership and people management skills with 24/7 shift coverage.

Responsibilities

• Provide accountability for technicians and team leads; maintain team awareness, skills, access, and customer service.
• Lead one or more shifts/teams, ensuring mission success in a 24/7 environment.
• Monitor ticket volume, identify trends, investigate root causes, and drive corrective actions.
• Serve as technical point of contact; perform in-depth troubleshooting and support service modernization.
• Manage staffing, schedule, onboarding, training, performance reviews, and offboarding.

Skills

Collaboration

Customer Service

Organizing

Prioritization

Technical Knowledge

Education

Bachelor of Arts/Bachelor of Science

Tools

Active Directory

ServiceNow

Jira

Windows

Job description

GDIT is seeking a Help Desk Supervisor in Texas to lead a dynamic team of technicians in a 24/7 environment. The role requires Top Secret/SI-Poly clearance, strong leadership and technical troubleshooting skills, and a commitment to customer service excellence.

Responsibilities include staffing, shift management, monitoring ticket trends, and coordinating with Tier 2 and other engineering teams to resolve critical issues. The position is onsite at client site in TX.