Help Desk Supervisor

Job Description

HELP DESK SUPERVISOR

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Manager and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

Responsibilities

• 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 applicable.
• 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 Roster
• 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

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Security clearance level: TS/SCI w/Poly
• US citizenship required
• Location: Annapolis Junction, MD
• Shift: Monday - Friday Days
• Required: CompTIA Security+ certification is required within 3 months of start date