Help Desk Supervisor - TS/SCI w/Poly

gdit; San Antonio (TX); On-site; USD 106,000 - 144,000; Full time

Job summary

GDIT is seeking a Help Desk Supervisor in Texas to lead a dynamic team of technicians in a 24/7 environment. The role requires Top Secret/SI-Poly clearance, strong leadership and technical troubleshooting skills, and a commitment to customer service excellence.

Responsibilities include staffing, shift management, monitoring ticket trends, and coordinating with Tier 2 and other engineering teams to resolve critical issues. The position is onsite at client site in TX.

Qualifications

• Must have 5+ years of related experience.
• Security clearance: Top Secret SCI + Polygraph is required.
• Bachelor's degree is required.
• Strong leadership and people management skills with 24/7 shift coverage.

Responsibilities

• Provide accountability for technicians and team leads; maintain team awareness, skills, access, and customer service.
• Lead one or more shifts/teams, ensuring mission success in a 24/7 environment.
• Monitor ticket volume, identify trends, investigate root causes, and drive corrective actions.
• Serve as technical point of contact; perform in-depth troubleshooting and support service modernization.
• Manage staffing, schedule, onboarding, training, performance reviews, and offboarding.

Skills

Collaboration

Customer Service

Organizing

Prioritization

Technical Knowledge

Education

Bachelor of Arts/Bachelor of Science

Tools

Active Directory

ServiceNow

Jira

Windows

Job description

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Collaboration, Customer Service, Organizing, Prioritization, Technical Knowledge

Certifications:

None

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 escalated 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: 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA TX San Antonio

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 gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans