Help Desk Supervisor - TS​/SCI w​/Poly

Clearance Level Must Be Able to Obtain

Top Secret SCI + Polygraph

None

Technical Support Services

Collaboration, Planning Ability, Prioritization, Prioritization of Tasks, Staffing

CompTIA Security+ CE | CompTIA - CompTIA

5 + years of related experience

HELP DESK SUPERVISOR

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Manager and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

• Handling GDIT personnel issues as they arise.
• Conducting quarterly and monthly reviews.
• Conducting annual reviews and merit increase notifications.
• Actively participate in determining and launching Tier 1 goals.
• Completing weekly GDIT timecard submissions and audits.
• Ensuring needed corrections and updates are applied when needed.
• Ensuring all team/shifts have pertinent information regarding both GDIT policies and Tier 1 policies.
• Ensuring coverage and maintaining monthly calendars (including weekend & holiday). When coverage is not available, providing direct coverage.
• Performing initial candidate interviews for both GDIT and subcontractor technician positions.
• Perform initial candidate interview for technicians applying for team lead and trainer positions when applicable.
• Resolving higher level customer issues (including We Care items) and addressing any staff training issues that arise from these incidents.
• Monitoring and responding to low side supervisor email for UWE team email, issues and user account issues.
• Approving overtime (updating schedule and acknowledging email requests) when applicable.
• Researching high level issues for Tier 1 One Note submissions and/or to address system issues.
• Applying needed updates to:
  • Tier 1 organizational chart
  • Seating chart
  • Schedules
  • ARS groups
  • SupportIT groups
  • Alert roster
• Ensuring that submitted system renewals are updated correctly. Confirm with Team Leads monthly and address any non‑syncing issues.
• Collecting and reporting CWIP materials to obtain CWIP compliance for trainees and staff. Includes:
  • OJE forms
  • 8570 certificates
• Ensuring system error and updates are handled in a timely manner for all desks in 109 and Texas location.
• Ensuring that all assigned teams are claiming assets accordingly.
• Monthly updating of the morale board and the safety board (when needed).
• Wiping screen for call boards when uncleared visitors access 109.
• Delegating tasks to/for team leads.
• Participating in communications with AM desk, Tier 2 leads, accounts team, telephony, SNOW, etc.
• Leading collaborations with other teams on the contract to help improve workflow processes.
• Updating restricted access group for trainers.
• Generating & distributing productivity reports.
• Ensuring that assigned team leads are performing necessary duties such as ticket audits, VTB updates to employee records, and other duties.
• Reviewing Tier 1 ticket submissions for accuracy and addressing patterns of issues when needed.
• Other special projects as assigned.

• Education:
  
  Bachelor of Arts / Bachelor of Science
• Experience:
  
  5+ years of related experience
• Security clearance level: TS/SCI with Polygraph
• Required:
  
  CompTIA Security+ certification within 3 months of start date

The likely salary range for this position is $107,744 - $126,500. 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.

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.

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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans