IT Service Desk Supervisor

Req ID: RQ224337

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: Contact Center

Skills:

Coaching,People Management,Service Desk (Inactive),Supervision

Certifications:

ITIL Foundation - ITIL - ITIL

Experience:

5 + years of related experience

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

The likely salary range for this position is $43,888 - $57,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.