Help Desk Supervisor - TS/SCI w/Poly

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. Meaningful work and personal impact.

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 tier 1 Goals Conducting Onboarding Check-ins (months: 2, 3, 4, 5, 6) Completing weekly GDIT timecard submissions and audits Ensuring needed corrections and updates are applied when needed Ensuring all team/shifts have pertinent information regarding both GDIT policies and Tier 1 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. Perform initial candidate interview for technicians applying for team lead and trainer positions when/if 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. Research high level issues for Tier 1 OneNote submissions and /or to address system issues. Apply needed updates to:

• Tier 1 Organizational Chart
• Seating Chart
• Schedules
• ARS Groups
• SupportIT Groups
• Alert Roster

Ensuring that submitted system's 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
• MS 100 OS Certificates

Ensuring System error and updates are handling in at timely manner for all desk in 109 and 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 uncleared visitors access 109. Delegate tasks to/for Team Leads. Participate in communications with AM desk, Tier 2 Leads, Accounts Team, Telephony, SNOW, etc. Lead collaborations with other teams on the contract to help improve workflow processes. Updating Restricted Access Group for Trainers. Generate Blue Survey Dashboard Reports Generate & distribute 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 Tier 1 ticket submissions for accuracy and address patterns of issues when needed. Other special projects as assigned.

What you'll need to succeed Bring your technology expertise and drive for innovation to GDIT. The Help Desk Supervisor must have: 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 is required within 3 months of start date