Help Desk Supervisor (SRF 3380)

Clearance Level
None
Category
Help Desk
Location
Stennis Space Center, Mississippi

REQ#: RQ46784

Travel Required: None
Public Trust: None
Requisition Type: Regular

Created after 9-11-2001, the Department of Homeland Security consolidated numerous agencies' data centers for central management. GDIT plays a key role in the Department's IT integration strategy through its Data Center-1 program.  

GDIT's DC-1 program is committed to delivering an efficient, responsive, and mature data center operation through excellence in service delivery, performance, and continual service improvement. 

  • Supervises a team of semi-skilled hourly systems or network technicians for a Tier-2 federal Service Desk
  • Represents GDIT and program to external and/or internal customers, answering service-related questions. 
  • Provides an escalation point for problems within the Service Desk
  • Monitors daily operations of the Service Desk to ensure effective and efficient operations
  • Assigns work to technicians in accordance with schedules and deliverables
  • Reviews work for accuracy and completeness
  • Actively involved in the technical and professional growth of team members
  • Interacts daily with subordinates and/or peers within similar or related functions
  • Works on issues with limited scope
  • Ensures the compliance to established practices and procedures
  • Works with the Service Desk Manager to establish and maintain working schedules
  • Provide customers with a professional experience when requesting IT services support.
  • Effectively manage the allocation of resources on severities call.
  • Works with Technical Lines of Service and Leadership to ensure on-call lists are current
  • Ensures Major Incident Management practices are efficient and continually improved
  • Handles customer and/or management complaints and works to apply corrective actions
  • May backfill for Shift Supervisors when necessary
  • Will act as the Service Desk Manager delegate when necessary
  • Ensuring weekly labor reported accurately and approve in timely fashion.
  • Ensuring to address all HR related procedure accordingly to policy.

Skills:

  • Excellent communication skills (oral, written, presentation)
  • Positive attitude and mission-minded
  • Excellent organization skills and has the ability to balance and prioritize workflow tasking
  • Solid analytical and problem solving skills to troubleshoot problems
  • Promotes team collaboration and leads by example
  • Excellent Customer Service skills
  • Ability to remain calm in stressful situations; maintaining resolve and focus
  • Able to communicate on different levels:  technical support personnel, customers, and management
  • Ability to work independently and as part of a team
  • Experience with Major Incident Management Process and Practices
  • Experience with Incident Response and Handling
  • Experience with Service Request Fulfillment
  • Experience with Change Management practices
  • Experience with a large-scale, multi-tenant data center environment
  • Technical and Security skillset and experience desired
  • ITIL Foundations Certification desired
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.