Help Desk Supervisor

Help Desk Supervisor Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Manager and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. Responsibilities Handling GDIT personnel issues as they arise. Conducting Quarterly and Monthly Reviews. Conducting Annual Reviews and Merit Increase notifications. Actively participate in determining and launching Tier1 goals. Conducting Onboarding Check‑ins (months2–6). Completing weekly GDIT timecard submissions and audits. Ensuring needed corrections and updates are applied when required. Ensuring all team/shifts have pertinent information regarding both GDIT policies and Tier1 policies. Ensuring coverage and maintaining Monthly Calendars (including Weekend & Holiday). When coverage is not available, providing direct coverage. Performing initial candidate interviews for both GDIT and subcontractor technician positions. Performing initial candidate interviews for technicians applying for team‑lead and trainer positions when applicable. Resolving higher‑level customer issues (including We Care items) and addressing any staff training issues that arise from these incidents. Monitoring and responding to low‑side Supervisor email for UWE team email, issues, and user account issues. Approving overtime (updating schedule and acknowledging email requests) when applicable. Researching high‑level issues for Tier1 OneNote submissions or to address system issues. Apply needed updates to: Tier1 Organizational Chart Seating Chart Schedules ARS Groups SupportIT Groups Alert Roster Ensuring that submitted system renewals are updated correctly. Confirm with Team Leads monthly and address any non‑syncing issues. Collect and report CWIP materials in order to obtain CWIP compliance for trainees and staff. Includes: OJE Forms 8570 Certificates MS100 OS Certificates Ensuring system errors and updates are handled in a timely manner for all desks in 109 and the Texas location. Ensuring that all assigned teams are claiming assets accordingly. Monthly updating of the Morale Board and the Safety Board (when needed). Wiping screen for Call boards when un‑cleared visitors access 109. Delegating tasks to/for Team Leads. Participating in communications with AM desk, Tier2 leads, Accounts team, Telephony, SNOW, etc. Leading collaborations with other teams on the contract to help improve workflow processes. Updating Restricted Access Group for trainers. Generating Blue Survey Dashboard reports. Generating and distributing productivity reports. Ensuring that assigned Team Leads are performing necessary duties such as ticket audits and VTB updates to employee records and other duties. Reviewing Tier1 ticket submissions for accuracy and addressing patterns of issues when needed. Other special projects as assigned. What You’ll Need To Succeed Education: Bachelor of Arts/Bachelor of Science. Experience: 5+ years of related experience. Security clearance level: TS/SCI w/Poly. US citizenship required. Location: Annapolis Junction, MD. Shift: Monday ‑ Friday days. Required: CompTIA Security+ certification must be obtained within 3 months of start date. #J-18808-Ljbffr General Dynamics Information Technology