Help Desk Supervisor - TS/SCI w/Poly

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

HELP DESK SUPERVISOR

MEANINGFUL WORK AND PERSONAL IMPACT

● Provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service.

● Blend strong technical knowledge with leadership skills and availability to manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment through proactive handling of issues/action items

● Actively monitor incoming volume/tickets to identify trends/common issues and/or quality issues. Investigate root causes and perform corrective actions or report necessary information to appropriate teams as relevant

● Serve as a technical point of contact - perform in depth technical troubleshooting of systems to assure staff readiness, participate in service modernization efforts, and train staff.

● Maintain staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping (approvals), promotions, and offboarding.

● Provide coverage in the absence of required staffing levels (including weekends, evenings, holidays, midnights).

● Provide mentorship, career development advice, skills development and training, and overall guidance to team members. Identify, address, resolve, and document personnel issues.

● Identify areas of potential improvement, research technical and administrative challenges, identify and develop solutions, present findings to management, implement solutions when required

● Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues.

● Update documentation including but not limited to knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, asset ownership.

● Maintain a professional attitude, communicate effectively, and provide excellent customer service at all times.

● Other projects/duties as assigned, proactively identify and address tasks/emails/projects/situations.

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

● Technical skills:

• Experience and strong troubleshooting skills with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management.
• Knowledge of concepts of virtualization, cloud services, networking, and Active Directory/Group Policies.
• Understanding of Security Best Practices.
• Exposure to Ticketing systems (Service Now & Jira).
• Familiarity with data analysis concepts.
• Ability to independently research solutions to issues and present them in a format applicable to relevant stakeholders.

● Preferred Skills:

• Experience using data and analytics to drive strategic decisions and operational improvements.
• Exposure to ITIL practices and ticketing systems (ServiceNow, Remedy, Jira, Zendesk).
• Data Science/Data Analytics

● Key Competencies:

• Strong analytical and problem-solving skills.
• Excellent communication and customer service orientation.
• Ability to manage multiple tasks and prioritize effectively.
• Collaborative mindset and willingness to support both technical and non-technical stakeholders.

● Security clearance level: TS/SCI w/Poly

● US citizenship required

● Shift: Monday - Friday Days

● This position is mission essential, may include work on holidays when required

● Location: On site Annapolis Junction, MD

GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.

● Growth: AI-powered career tool that identifies career steps and learning opportunities

● Support: An internal mobility team focused on helping you achieve your career goals

● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

#GlobalServices

Work Requirements

Years of Experience

5 + years of related experience

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

Certification

CompTIA Security+ CE | CompTIA - CompTIA

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required