Customer Service Supervisor (VA ESDMS) - El Paso

Clearance Level
Customer Service
El Paso, Texas
Hybrid Workplace
Key Skills For Success


Customer Service

IT Service Desk


REQ#: RQ137193
Public Trust: Other
Requisition Type: Regular
Your Impact

Own your opportunity to manage the network that makes mission success possible. Make an impact by using your skills to deliver “One GDIT Network” for our clients.

Job Description

GDIT is seeking a Customer Support Supervisor to support the Department of Veterans Affairs Enterprise Service Desk (VA ESDMS) in El Paso, TX.

As a Customer Support Supervisor on our VA ESDMS team you will motivate, coach, and develop a team of help desk professionals.  Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment while supporting a large federal government contract at our facility in El Paso, TX.   If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging. 

In this role YOU will:

  • Model high ethical and professional conduct
  • Maintain focus on client and operational goals while ensuring customer satisfaction
  • Provide administrative support to assist with the management of day-to-day operations
  • Prepare and give presentations
  • Aid human resources by interviewing prospective candidates and employing personnel management methods
  • Lead a team of call center representatives using proven coaching methods
  • Monitor performance to assure quality of service
  • Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements
  • May be required to handle customer calls in case of extraordinary call volume circumstances
  • Follow established practices and procedures in support of Service Desk operations


Required Qualifications:

  • A high school diploma or equivalent AND;
  • 5 or more years of experience working with call center software and programs (Education may be substituted for years of experience) and/or
  • 5 or more years of experience working with organizational functions and personnel
  • Availability to work any shift during hours of operation (24 hours a day, 7 days a week)
  • At home office or a quiet space to work and reliable high-speed internet access
  • Access to 10 Mbps of download speed and1 Mbps of upload speed of dedicated internet bandwidth
  • Must live in Texas, within 60 miles of El Paso
  • Must be willing to commute to the El Paso office when needed
  • U.S. Citizenship required per federal contract
  • Must be eligible to obtain a public trust clearance
  • ITIL 4 foundations certification (within 90 days of hire)

Preferred Qualifications:

  • Bachelor's degree in Business or related field
  • 5 or more years of experience managing a team
  • Call center management experience HIGHLY preferred
  • VA Service Desk experience preferred
  • Excellent business and analytical problem solving skills
  • Bilingual proficiency in English and Spanish highly preferred


Work Requirements
Years of Experience

5 + years of related experience

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

Travel Required


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.

COVID-19 Vaccination

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.