Operations Supervisor (Service Desk)

Clearance Level
Secret
Category
Business Operations
Location
El Segundo, California
Onsite Workplace
Key Skills For Success

IT Service Management Tools

ITSM

Service Desk

REQ#: RQ169516
Public Trust: None
Requisition Type: Regular
Your Impact

Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

Job Description

Operations Supervisor


Secure and expertly apply the latest technologies to advance the mission as an Operations Supervisor with GDIT. Your work in enterprise IT will help our clients overcome evolving demands and missions. Own the opportunity to accelerate digital modernization for our clients as you accelerate your career.

At GDIT, people are our differentiator. As an Operations Supervisor, you will help ensure today is safe and tomorrow is smarter. Our work depends on an Operations Supervisor joining our team to work directly with the PMO and ITSM Service Delivery Lead to build and deliver a service desk for Space Forces newest mission.

HOW OPERATIONS SUPERVISOR WILL MAKE AN IMPACT:

  • Stand up the service desk to empower the onboarding and troubleshooting of the Space Force ENIGMA project.

  • Manage quality assurance, scheduling, and coaching of Service Desk staff.

  • Work with Enigma Engineers and customer to troubleshoot and resolve Major Incidents.

  • Work with Programmers to develop Jira workflows to support Service Requests, Incidents, and Problems.

  • Train Service Desk Leads and Service Desk Agents on common incidents and issues.

  • Manage and contribute to Knowledge management system to aid in incident resolution.

  • Work with ITSM Service Lead and Functional leads to continuously develop Knowledge Base Articles (KBA).

  • Utilize Jira Service Management to track and monitor incidents and service Requests.

  • Work with Programmers to set up and manage events from the Dynatrace tool.

  • Develop technical KPIs and SLAs by capabilities tracked in tools; Draft and submit reports in a clear and understandable format for decision making and governance checking to PMO, for reporting to Space Force.

  • Manage and lead the implementation of a single pane of glass that provides key performance metrics for the systems operations that are defined within the Service Design Package(s).

WHAT YOU’LL NEED TO SUCCEED:

  • Education: BA/BS

  • Required Experience: At least 5 years' experience managing an ITSM team, with a focus on service desk, developing workflows, and training employees.  

  • Required Technical Skills: Knowledgeable about ITSM tools and setting up workflows for them; Clear understanding of measuring processes and tool performance; Direct experience with Jira and Dynatrace is a bonus.

  • Security Clearance Level: Secret

  • Required Skills and Abilities: Must have people management skills and training skills.

  • Required Certification: Information Assurance Level II Certification (Security+)

  • Preferred Skills: Jira Service Management and ITIL 4 Foundations. Experience working with military organizations – preferably, Space Force.

  • Location: Onsite at LAAFB (Los Angeles, CA)

  • Travel: Up to 10%

GDIT IS YOUR PLACE:

  • 401K with company match.

  • Comprehensive health and wellness packages.

  • Internal mobility team dedicated to helping you own your career.

  • Professional growth opportunities including paid education and certifications.

  • Cutting-edge technology you can learn from.

  • Rest and recharge with paid vacation and holidays.

#GDITPriority

Work Requirements
Years of Experience

5 + years of related experience

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

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required

Salary and Benefit Information

The likely salary range for this position is $96,000 - $144,000. 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.

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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.