TS/SCI Help Desk Supervisor | 24/7 Tech Leadership

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

Benefits offered by this job

Growth: AI-powered career tool

Support: Internal mobility team

Rewards: Competitive pay and PTO

Community: Military-friendly workplace

Job summary

General Dynamics Information Technology (GDIT) seeks a Help Desk Supervisor to lead a team in a 24/7 environment, ensuring timely issue resolution and customer satisfaction at Annapolis Junction, MD or client site in TX.

You will mentor staff, manage staffing, and coordinate with Tier 2 and other engineering teams while maintaining documentation and security compliance, including TS/SCI w/Poly and US citizenship requirements.

Qualifications

• Bachelor of Arts/Bachelor of Science required.
• 5+ years of related experience.
• Strong troubleshooting and leadership skills.
• Experience with ticketing systems such as ServiceNow and Jira.

Responsibilities

• Provide accountability for technicians and team lead reports to the help desk manager.
• Disseminate knowledge to maintain team awareness, skillsets, accesses, and customer service.
• Manage shifts and staffing to ensure 24/7 coverage and mission success.
• Perform in-depth technical troubleshooting and train staff.
• Collaborate with Tier 2 and other teams to resolve critical issues.
• Update knowledge articles, org charts, rosters, and schedules.

Skills

Collaboration

Customer Service

Organizing

Prioritization

Technical Knowledge

Analytical Thinking

Education

Bachelor's degree

Tools

ServiceNow

Jira

Remedy

Zendesk

Active Directory

Microsoft Office

Job description

General Dynamics Information Technology (GDIT) seeks a Help Desk Supervisor to lead a team in a 24/7 environment, ensuring timely issue resolution and customer satisfaction at Annapolis Junction, MD or client site in TX.

You will mentor staff, manage staffing, and coordinate with Tier 2 and other engineering teams while maintaining documentation and security compliance, including TS/SCI w/Poly and US citizenship requirements.