Help Desk Supervisor — TS/SCI + Poly, 24/7 Support

General Dynamics Information Technology, Inc.; Corridor North (MD); On-site; USD 106,000 - 144,000; Full time

Benefits offered by this job

Growth opportunities

Internal mobility

Comprehensive benefits

Award-winning culture

Job summary

General Dynamics Information Technology, Inc. seeks a Help Desk Supervisor to lead technicians and team leads in a 24/7 on-site environment in Annapolis Junction, MD. You will ensure professional customer service, manage staffing, and drive service quality.

The role requires a Bachelor’s degree, 5+ years of related experience, and a TS/SCI w/Poly clearance. You will coordinate with Tier 2 teams, mentor staff, and help implement service improvements while maintaining security compliance.

Qualifications

• Bachelor's degree required.
• 5+ years of related experience.
• Strong troubleshooting and technical knowledge.
• US citizenship & TS/SCI w/Poly clearance required.
• Experience leading a help desk or IT support team.

Responsibilities

• Provide accountability for technicians and team leads under the help desk manager.
• Manage shifts/teams; ensure 24/7 coverage and proactive issue handling.
• Monitor tickets for trends; investigate root causes and drive corrective actions.
• Lead in-depth technical troubleshooting; train staff and participate in service improvements.
• Maintain staffing, onboarding, performance reviews, and scheduling.
• Collaborate with Tier 2 and other engineering teams to resolve critical issues.
• Update knowledge articles, org charts, rosters and documentation.
• Maintain professional communication and exceptional customer service at all times.
• Cover additional duties as needed, including holidays or after-hours.
• Adhere to security practices and mission-essential requirements.

Skills

Collaboration

Customer Service

Organizing

Prioritization

Technical Knowledge

Education

Bachelor of Arts/Bachelor of Science

Tools

Active Directory

Office Suite

Identity/Access Mgmt

ServiceNow/Jira

Job description

General Dynamics Information Technology, Inc. seeks a Help Desk Supervisor to lead technicians and team leads in a 24/7 on-site environment in Annapolis Junction, MD. You will ensure professional customer service, manage staffing, and drive service quality.

The role requires a Bachelor’s degree, 5+ years of related experience, and a TS/SCI w/Poly clearance. You will coordinate with Tier 2 teams, mentor staff, and help implement service improvements while maintaining security compliance.