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 Supervisor 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 appliable.

• 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 Rosters

• 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

• Shift: Monday - Friday Days
• Location: Annapolis Junction, MD

• Required: CompTIA Security+ certification is required within 3 months of start date

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.

#GREENWAY

Work Requirements