Manages all activities related to the staffing and operation of an information systems help desk
Plans, prioritizes, and schedules help desk activities to ensure continuity of service
Leads, directs, evaluates, and develops help desk staff to ensure that users receive competent and timely service
Analyzes help desk inquiries 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
Develops problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine
Evaluates Help Desk Systems and Processes for efficiencies and recommend improvements, as needed
Respond to more complex, escalated enquiries from team members
SCOPE OF ROLE: Manages one or more small to medium sized teams consisting of a few disciplines. Low to Medium Complexity. Direct reports are non-exempt or exempt
EDUCATION AND EXPERIENCE: BA/BS or equivalent, 5+ years of experience
About Our Work
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 does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.