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

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

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
• Conducting Onboarding Check-ins (months: 2, 3, 4, 5,
  6)
• 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/if 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 appliable.
• Research high level issues for Tier 1 One Note submissions and /or to address system issues.
• Apply needed updates to:

• Tier 1 Organizational Chart
• Seating Chart
• Schedules
• ARS Groups
• SupportIT Groups
• Alert Roster

• Ensuring that submitted system's 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
• MS 100 OS Certificates

• Ensuring System error and updates are handling in at timely manner for all desk 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.
• Delegate tasks to/for Team Leads.

Participate in communications with AM desk, Tier 2 Leads, Accounts Team, Telephony, SNOW, etc.

• Lead collaborations with other teams on the contract to help improve workflow processes.
• Updating Restricted Access Group for Trainers.
• Generate Blue Survey Dashboard Reports
• Generate & distribute 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 Tier 1 ticket submissions for accuracy and address patterns of issues when needed.
• Other special projects as assigned.

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
• Security clearance level: TS/SCI w/Poly
• US citizenship required

• Location:
  
  Annapolis Junction, MD
• Shift: Monday - Friday Days
• Required:
  
  CompTIA Security+ certification is required within 3 months of start date

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support:
  An internal mobility team focused on helping you achieve your career goals
• Rewards:
  Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community:
  Award-winning culture of innovation and a military-friendly workplace

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

5 + years of related experience

• may vary based on technical training, certification(s),
  * or* degree

CompTIA Security+ CE | CompTIA - CompTIA

Less than 10%

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.
View information about benefits and our total rewards program.

We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of…