Help Desk Supervisor - TS/SCI w/Poly

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

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: 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.

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