Help Desk Supervisor — 24/7 Tech Support Leader

General Dynamics - IT; Annapolis (MD); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

AI career tool

Internal mobility

Benefits & PTO

Paid time off

Job summary

General Dynamics - IT is seeking a Help Desk Supervisor to lead a team of technicians across shifts in a 24/7 environment. You will monitor ticket flow, perform thorough technical troubleshooting, and coordinate with Tier 2 and other engineering groups to resolve complex issues.

The role requires a Bachelor’s degree and 5+ years of related experience, with strong AD/Windows administration, security practices, and experience with ServiceNow/Jira.

Qualifications

• Education: Bachelor of Arts/Bachelor of Science.
• Experience: 5+ years of related experience.
• Technical skills: Windows environment administration, AD, and Office Suite.
• Familiarity with security best practices and ticketing systems.

Responsibilities

• Supervise help desk technicians and team leads; ensure shift coverage.
• Monitor ticket volume; identify trends; drive corrective actions.
• Perform in-depth technical troubleshooting and participate in service modernization.
• Mentor staff with onboarding, training, and performance reviews.
• Escalate critical issues with Tier 2 and other engineering teams.

Skills

Active Directory

Windows administration

Identity/access mgmt

Troubleshooting

Ticketing systems

Data analysis

ITIL practices

Jira

ServiceNow

Education

Bachelor of Arts/Bachelor of Science

Tools

ServiceNow

Jira

Remedy

Zendesk

Job description

General Dynamics - IT is seeking a Help Desk Supervisor to lead a team of technicians across shifts in a 24/7 environment. You will monitor ticket flow, perform thorough technical troubleshooting, and coordinate with Tier 2 and other engineering groups to resolve complex issues.

The role requires a Bachelor’s degree and 5+ years of related experience, with strong AD/Windows administration, security practices, and experience with ServiceNow/Jira.