Lead Coalition Support Service Desk

General Dynamics Information Technology, Inc.; Tampa (FL); On-site; USD 85,000 - 115,000; Full time

Job summary

General Dynamics Information Technology, Inc. in Tampa, FL seeks a seasoned Help Desk Supervisor to manage Tier 0–1 support for US BICES-X.

You will supervise technicians across locations, coordinate resolutions, and drive process improvements while ensuring high-quality incident handling and customer service. The role requires 5+ years in help desk operations, a secret clearance with ability to obtain TS/SCI, and ITIL v4; ITSM tools like ServiceNow and MECM are essential.

Qualifications

• 5 years of related experience in supporting Help Desk Operations.
• Bachelor’s degree (may use experience in lieu of degree).
• Must possess Secret clearance and able to obtain a TS/SCI clearance.
• IAT Level 2 or higher required.
• Able to obtain ITIL V4 within 120 days of hire.
• Experience with ITSM tools such as ServiceNow and MECM, or Tier 0-3 ticket escalation and notification procedures.
• Experience with user, administrative and service account creation and management.
• Experience with direct customer support for internal and external customers with varying levels of computing skills.
• Experience with Incident management procedures, ticketing, troubleshooting and incident escalation.
• Experience with Microsoft Office Applications, and Active Directory.
• Experience with writing comprehensive diagnostic troubleshooting summaries.
• Experience with Microsoft Server 2016 and 2019 administration, troubleshooting and support.
• Ability to learn new processes, procedures and technologies and apply them to improve support functions.
• Experience with developing and presenting training for internal and external customers.
• Ability to lead a team of IT professionals in geographically dispersed locations.
• Ability to handle dissatisfied customers and resolve issues.
• Strong communications & technical writing skills.

Responsibilities

• Provides Direct Supervision to Help Desk technicians across two or more locations.
• Provide Customer Support Supervision and Leadership to Tier 0-1 Team.
• Screens and diagnoses internal inquiries related to PCs and related systems.
• Coordinate support with functional leads to resolve issues and identify training needs.
• Document Incidents and Work Orders with detailed steps and resolutions.
• Develop and updates Local Work Instructions and SOPs to improve team performance.
• Develop and provide metrics reporting and trend analysis to maintain quality support and SLAs.
• Install, configure, and upgrade computer hardware and software.
• Provide end-user software troubleshooting and support.
• Apply advanced diagnostic techniques to identify problems and recommend solutions.
• Provide phone and help-desk support for local and off-site users.
• Guide, train and lead less-experienced technicians.
• Analyze customer needs to determine requirements and improvements.
• Maintain knowledge base of relevant technologies and processes.
• Participate in special projects and monitor service queues and ticket quality.
• Escalate diagnosed problems as needed.

Skills

Help Desk Operations

Help Desk Support

Problem Resolution

Education

Bachelor's Degree

Tools

ServiceNow

Microsoft MECM

Job description

Type of Requisition: Regular Clearance Level Must Currently Possess: Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: Technical Support Services Job Qualifications: Skills: Help Desk Operations, Help Desk Support, Problem Resolution Certifications: None Experience: 10 + years of related experience US Citizenship Required: Yes

Job Description

Please take this opportunity to join one of GDIT’s fastest long-standing growing programmes! US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting edge program supporting DoW intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. This position is responsible for managing and maintaining the US BICES-X Coalition Support Service Desk, providing Tier 0 – 1 user and systems support, incident response, and escalation.

Responsibilities

• Provides Direct Supervision to Help Desk technicians spanning two or more geographical locations.
• Provide Customer Support Supervision and Leadership to Tier 0 - 1 Team.
• Screens and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Coordinates support with other functional leads to facilitate quick resolution of issues, identifying trends and implementing training opportunities as needed for support personnel.
• Documents Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
• Develops and updates Local Work Instructions and standard Operating Procedures and Processes to improve team performance and assign accountability.
• Develops and provides metrics reporting and trend analysis to maintain quality support and maintain Service Level Agreements within standard.
• Installs, configures, and upgrades computer hardware and software.
• Provides end-user software troubleshooting and support.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides phone and help-desk support for local and off-site users.
• Provides guidance, training and work leadership to less-experienced technicians.
• Analyzes customer needs to determine functional and cross-functional requirements and improvement opportunities.
• Maintains current knowledge base of relevant technologies and processes as assigned.
• Participates in special projects as required.
• Monitors service queues and ticket quality, communicates with service support technicians and escalates diagnosed problems as needed.
• Shift Work is required

Required Qualifications

• 5 years of related experience in supporting Help Desk Operations.
• Bachelor’s degree (may use experience in lieu of degree)
• Must possess Secret clearance and able to obtain a TS/SCI clearance.
• IAT Level 2 or higher required.
• Able to obtain ITIL V4 within 120 days of hire.
• Experience with IT Service Management (ITSM) tools such as Service Now, Microsoft MECM, or Tier 0-3 ticket escalation and notification procedures.
• Experience with user, administrative and service account creation and management.
• Experience with direct customer support for both internal and external customers with varying levels of computing skills.
• Experience with Incident management procedures, ticketing, troubleshooting and incident escalation.
• Experience with Microsoft Office Applications, and Active Directory.
• Experience with writing comprehensive diagnostic troubleshooting summaries.
• Experience with the principles, methods, and techniques used in Microsoft Server 2016, AND 2019 administration, troubleshooting and support.
• Ability and willingness to evaluate and learn new processes, procedures and technologies and apply them effectively to improve support functions.
• Experience with developing and presenting training for both internal and external customers.
• Ability to lead a team of IT professionals in geographically dispersed locations.
• Ability to handle dissatisfied customers (internal and external) and resolve issues.
• Strong communications & technical writing skills.

Preferred Qualifications

• Information technology Infrastructure Library (ITIL) V4 or greater certification.
• Experience with Customer Support, Incident Management, and Information.

The likely salary range for this position is $85,000 - $115,000. 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: None Telecommuting Options: Onsite Work Location: USA FL MacDill AFB Additional Work Locations:

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.

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