Help Desk Supervisor - TS/SCI w/Poly
General Dynamics Information Technology, Inc.
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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
Education
Tools
Job description
Regular
Top Secret SCI + Polygraph
Top Secret SCI + Polygraph
None
Technical Support Services
Collaboration, Customer Service, Organizing, Prioritization, Technical Knowledge
None
5 + years of related experience
Yes
- 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 escape 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.
- 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
- 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
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.
40
Less than 10%
Onsite
USA MD Annapolis Junction
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.
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.
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
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