Help Desk Supervisor
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.
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 both technical and non-technical stakeholders.
Security clearance level: TS/SCI w/Poly
US citizenship required
Shift: Weekends and weeknight shifts; exact hours will be determined based on business needs
This position is mission essential, may include work on holidays when required
Location:
On site Annapolis Junction, MD or Client site - TX
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).