IT Help Desk Supervisor – 24/7 Team Lead

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

Job summary

General Dynamics Information Technology (GDIT) is seeking a Help Desk Supervisor to lead technicians and shift teams in a 24/7 environment at a client site in Texas. The role emphasizes strong technical troubleshooting, staff development, and proactive issue resolution.

You will monitor ticket volume, drive process improvements, and collaborate with Tier 2 and other engineering teams while maintaining excellent customer service and documentation practices.

Qualifications

• Education: Bachelor of Arts/Bachelor of Science.
• Experience: 5+ years of related experience.
• Technical skills: Experience with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management.

Responsibilities

• 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 escal 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.

Skills

Leadership

Team management

Problem solving

Communication

Customer service

Documentation

Education

Bachelor's degree

Tools

Active Directory

Microsoft Office Suite

ServiceNow

Jira

Identity/access management

Job description

General Dynamics Information Technology (GDIT) is seeking a Help Desk Supervisor to lead technicians and shift teams in a 24/7 environment at a client site in Texas. The role emphasizes strong technical troubleshooting, staff development, and proactive issue resolution.

You will monitor ticket volume, drive process improvements, and collaborate with Tier 2 and other engineering teams while maintaining excellent customer service and documentation practices.