Senior Help Desk Lead - Coalition Support (Secret/TS/SCI)

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

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.