Senior Coalition IT Help Desk Lead - Secret Clearance

General Dynamics Information Technology (GDIT); United States; On-site; USD 85,000 - 115,000; Full time

Job summary

General Dynamics Information Technology (GDIT) is seeking a Senior Help Desk Supervisor to manage Tier 0–1 support for US BICES-X in a multi-location setup. You will supervise, diagnose, and coordinate cross-functional efforts to resolve incidents efficiently and meet SLAs.

The role requires a Secret clearance with ability to obtain TS/SCI, ITIL v4 proficiency, and strong communication skills. Onsite work at MacDill AFB is required, with a 40-hour work week and US citizenship.

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 TS/SCI clearance.
• IAT Level 2 or higher required.
• Able to obtain ITIL V4 within 120 days of hire.
• Experience with IT Service Management tools such as ServiceNow, MECM, or Tier 0-3 ticket escalation.

Responsibilities

• Supervise Help Desk technicians across two or more locations.
• Provide customer support supervision to Tier 0-1 team.
• Diagnose inquiries related to PCs and related systems.
• Coordinate with leads to resolve issues and identify trends.
• Document incidents and work orders with detailed steps in the ticket system.
• Develop and update procedures to improve team performance and accountability.

Skills

Help Desk Operations

Help Desk Support

Problem Resolution

Education

Bachelor's degree

Tools

ServiceNow

Microsoft MECM

ITIL v4

Job description

General Dynamics Information Technology (GDIT) is seeking a Senior Help Desk Supervisor to manage Tier 0–1 support for US BICES-X in a multi-location setup. You will supervise, diagnose, and coordinate cross-functional efforts to resolve incidents efficiently and meet SLAs.

The role requires a Secret clearance with ability to obtain TS/SCI, ITIL v4 proficiency, and strong communication skills. Onsite work at MacDill AFB is required, with a 40-hour work week and US citizenship.