Manages all activities related to the staffing and operation of an information systems help desk.
Plan, priorities, and schedule help desk activities to ensure continuity of service.
Lead, direct, evaluate, and develop help desk staff to ensure that users receive competent and timely service.
Analyze help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.
Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored.
Develop problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine.
Evaluate Help Desk Systems and Processes for efficiencies and recommend improvements, as needed
Respond to more complex, escalated enquiries from team members.
SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.
DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.