Help Desk Operations Supervisor

1 week ago


Annapolis Junction, Maryland, United States General Dynamics Information Technology Full time
Job Title: Help Desk Supervisor

General Dynamics Information Technology (GDIT) is seeking a Help Desk Supervisor to join our team in Annapolis Junction, MD.

About the Role:

The Help Desk Supervisor will be responsible for supervising help desk operations at the shift or small help desk level, ensuring that the help desk staff uses the required tools and software to identify, document, track, and resolve reported problems.

Key Responsibilities:
  • Supervise help desk staff and ensure they use the required tools and software to resolve reported problems.
  • Train, coach, and mentor employees on how to deliver excellent customer service and achieve team Service Level Agreements.
  • Maintain and enhance customer services by organizing and evaluating service and delivery systems, and procedures.
  • Work with other department supervisors to promote a high morale environment and assist other functions of the service desk as needed.
  • Analyze help desk activities and develop tools and process improvements to optimize service.
  • Supervise staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend systems modifications to reduce user problems.
Requirements:
  • Bachelor of Arts/Bachelor of Science degree.
  • 5+ years of related experience.
  • Security Clearance Level: TS/SCI w/Poly.
  • Ability to adapt in a dynamic, fast-paced environment.
  • US Citizenship Required.
  • Must be 8570 compliant.
What We Offer:
  • 401K with company match.
  • Comprehensive health and wellness packages.
  • Internal mobility team dedicated to helping you own your career.
  • Professional growth opportunities including paid education and certifications.
  • Cutting-edge technology you can learn from.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.



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