Help Desk Supervisor

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 Tier1 goals.
• Conducting Onboarding Check‑ins (months2–6).
• Completing weekly GDIT timecard submissions and audits.
• Ensuring needed corrections and updates are applied when required.
• Ensuring all team/shifts have pertinent information regarding both GDIT policies and Tier1 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.
• Performing initial candidate interviews 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 Tier1 One Note submissions or to address system issues.
• Apply needed updates to:
  • Tier1 Organizational Chart
  • Seating Chart
  • Schedules
  • ARS Groups
  • Support
    
    IT Groups
  • Alert Roster
• Ensuring that submitted system renewals are updated correctly. Confirm with Team Leads monthly and address any non‑syncing issues.
• Collect and report CWIP materials in order to obtain CWIP compliance for trainees and staff. Includes:
  • OJE Forms
  • 8570 Certificates
  • MS100 OS Certificates
• Ensuring system errors and updates are handled in a timely manner for all desks in 109 and the 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 un‑cleared visitors access 109.
• Delegating tasks to/for Team Leads.
• Participating in communications with AM desk, Tier2 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 Blue Survey Dashboard reports.
• Generating and distributing productivity reports.
• Ensuring that assigned Team Leads are performing necessary duties such as ticket audits and VTB updates to employee records and other duties.
• Reviewing Tier1 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 w/Poly.
• US citizenship required.
• Location:
  
  Annapolis Junction, MD.
• Shift: Monday ‑ Friday days.
• Required:
  
  CompTIA Security+ certification must be obtained within 3 months of start date.