Help Desk Supervisor - TS​/SCI w​/Poly

Location: Annapolis Junction

** Req :
** RQ211848

** Type of

Requisition :
** Regular

** Clearance Level Must Be Able to Obtain:
** Top Secret SCI + Polygraph

** Public Trust/Other

Required:

** None

** Job Family:
** Technical Support Services

*
* Skills:

*
* Arts,Collaborating,Planning Ability,Researching,Special Projects

*
* Certifications:

*
* CompTIA Security+ CE | CompTIA - CompTIA

*
* Experience:

*
* 5 + years of related experience

** US Citizenship

Required:

*
* Yes

*
* Job Description:

*
* 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 One Note submissions and /or to address system issues.

● Apply needed updates to:

+ Tier 1 Organizational Chart

+ Seating Chart

+ Schedules

+ ARS Groups

+ Support

IT 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 12pm-8pm or 2pm-10pm

●

Location:

Annapolis Junction, MD or Client Site, TX

●

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…