Help Desk Supervisor - TS/SCI w/Poly

General Dynamics Information Technology (GDIT); Maryland; On-site; USD 106,000 - 144,000; Full time

Benefits offered by this job

Growth: AI-powered career tool

Support: Internal mobility team

Rewards: Competitive pay and PTO

Community: Military-friendly workplace

Job summary

General Dynamics Information Technology (GDIT) seeks a Help Desk Supervisor to lead a team in a 24/7 environment, ensuring timely issue resolution and customer satisfaction at Annapolis Junction, MD or client site in TX.

You will mentor staff, manage staffing, and coordinate with Tier 2 and other engineering teams while maintaining documentation and security compliance, including TS/SCI w/Poly and US citizenship requirements.

Qualifications

• Bachelor of Arts/Bachelor of Science required.
• 5+ years of related experience.
• Strong troubleshooting and leadership skills.
• Experience with ticketing systems such as ServiceNow and Jira.

Responsibilities

• Provide accountability for technicians and team lead reports to the help desk manager.
• Disseminate knowledge to maintain team awareness, skillsets, accesses, and customer service.
• Manage shifts and staffing to ensure 24/7 coverage and mission success.
• Perform in-depth technical troubleshooting and train staff.
• Collaborate with Tier 2 and other teams to resolve critical issues.
• Update knowledge articles, org charts, rosters, and schedules.

Skills

Collaboration

Customer Service

Organizing

Prioritization

Technical Knowledge

Analytical Thinking

Education

Bachelor's degree

Tools

ServiceNow

Jira

Remedy

Zendesk

Active Directory

Microsoft Office

Job description

Req ID: RQ229765

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: None

Job Family: Technical Support Services

Skills: Collaboration,Customer Service,Organizing,Prioritization,Technical Knowledge

Certifications: CompTIA Security+ CE | CompTIA - CompTIA

Experience: 5 + years of related experience

US Citizenship Required: Yes

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 elevate 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: Weekends and weeknight shifts; exact hours will be determined based on business needs
• This position is mission essential, may include work on holidays when required
• Location: On site Annapolis Junction, MD or Client site - TX

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.

#GlobalServices

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.

Total Rewards at GDIT

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.

Our Identity Verification Process

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.

About Our Work

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.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans