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

Location: Annapolis Junction

** Req :
** RQ229765

** Type of

Requisition :
** Regular

** Clearance Level Must Be Able to Obtain:
** Top Secret SCI + Polygraph

** Public Trust/Other

Required:

** None

** Job Family:
** Technical Support Services

*
* Skills:

*
* Collaboration,Customer Service,Organizing,Prioritization,Technical Knowledge

*
* Certifications:

*
* CompTIA Security+ CE | CompTIA - CompTIA

*
* Experience:

*
* 5 + years of related experience

** US Citizenship

Required:

*
* Yes

*
* Job Description:

*
* HELP DESK SUPERVISOR

MEANINGFUL WORK AND PERSONAL IMPACT

● Provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service.

● Blend strong technical knowledge with leadership skills and availability to manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment through proactive handling of issues/action items

● Actively monitor incoming volume/tickets to identify trends/common issues and/or quality issues. Investigate root causes and perform corrective actions or report necessary information to appropriate teams as relevant

● Serve as a technical point of contact - perform in depth technical troubleshooting of systems to assure staff readiness, participate in service modernization efforts, and train staff.

● Maintain staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping (approvals), promotions, and offboarding.

● Provide coverage in the absence of required staffing levels (including weekends, evenings, holidays, midnights).

● Provide mentorship, career development advice, skills development and training, and overall guidance to team members. Identify, address, resolve, and document personnel issues.

● Identify areas of potential improvement, research technical and administrative challenges, identify and develop solutions, present findings to management, implement solutions when required

● Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues.

● Update documentation including but not limited to knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, asset ownership.

● Maintain a professional attitude, communicate effectively, and provide excellent customer service at all times.

● Other projects/duties as assigned, proactively identify and address tasks/emails/projects/situations.

WHAT YOU'LL NEED TO SUCCEED

Bring your technology expertise and drive for innovation to GDIT. The Help Desk Supervisor must have:

●

Education:

Bachelor of Arts/Bachelor of Science

●

Experience:

5+ years of related experience

● Technical skills:

+ Experience and strong troubleshooting skills with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management.

+ Knowledge of concepts of virtualization, cloud services, networking, and Active Directory/Group Policies.

+ Understanding of Security Best Practices.

+ Exposure to Ticketing systems (Service Now & Jira).

+ Familiarity with data analysis concepts.

+ Ability to independently research solutions to issues and present them in a format applicable to relevant stakeholders.

● Preferred

Skills:

+ Experience using data and analytics to drive strategic decisions and operational improvements.

+ Exposure to ITIL practices and ticketing systems (Service Now, Remedy, Jira, Zendesk).

+ Data Science/Data Analytics

● Key

Competencies:

+ Strong analytical and problem-solving skills.

+ Excellent communication and customer service orientation.

+ Ability to manage multiple tasks and prioritize effectively.

+ Collaborative mindset and willingness to support…