IT Service Desk Supervisor

Public Trust: Other

Requisition Type: Regular

Your Impact

Own your opportunity to support the missions that matter. From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world while building new skills to propel your career forward.

Job Description

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a CUSTOMER SUPPORT SUPERVISOR joining our team to support VA ESDMS activities at our Bossier City facility.

At GDIT, people are our differentiator. As a CUSTOMER SUPPORT SUPERVISOR supporting the Department of Veterans Affairs, you will be trusted to motivate, coach, and develop a team of help desk professionals. Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment.  If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.

In this role, a typical day will include:

• Leading and supervising a team of service desk agents using designated systems and proven coaching methods

• Providing feedback and coaching as appropriate to improve overall performance of agent and/or team

• Supervising a team of agents in order to meet operational goals while ensuring customer satisfaction

• Monitoring, and evaluating team metrics for quality of service, to ensure compliance with Client Service Level Agreements

• Providing administrative support to assist with the management of day-to-day operations

• Participating in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods

To qualify for this role, YOU MUST HAVE :

• High School Diploma or equivalent

• 5 or more years of demonstrated experience working with contact center software and programs

• An ability and willingness to obtain an ITIL v. 4 certification within 90 days of hire

• Louisiana or Texas residency; living within a 60 mile radius of our Bossier City or El Paso facility

• An ability and willingness to work any shift

• Demonstrated business and analytical problem solving skills

Even BETTER if YOU also have:

• An ITIL v. 4 certification

• Bachelor's degree in Business or related field

• 5 or more years of experience managing a team

• Call center management experience HIGHLY preferred

WHAT GDIT CAN OFFER YOU:

• Tuition reimbursement
• An opportunity to collaborate with a close-knit team committed to promoting from within
• A hybrid work environment with the ability to work from the comfort of your own home

Work Requirements

Years of Experience

5 + years of related experience

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

Certification

ITIL Foundation - ITIL - ITIL

Travel Required

None