Help Desk Supervisor - TS/SCI w/Poly

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 (ServiceNow, 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: Monday - Friday Days

● This position is mission essential, may include work on holidays when required

● Location: On site Annapolis Junction, MD

GDIT IS YOUR PLACE 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

OWN YOUR OPPORTUNITY 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.

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