Help Desk Supervisor - TS/SCI w/Poly

General Dynamics Information Technology • Annapolis Junction, MD

1d • $107,744 - $126,500 • Onsite

About The Position

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. 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 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.

Requirements

• Bachelor of Arts/Bachelor of Science
• 5+ years of related experience
• TS/SCI w/Poly security clearance
• US citizenship required
• CompTIA Security+ certification is required within 3 months of start date

Nice To Haves

• Collaboration
• Planning Ability
• Prioritization
• Prioritization of Tasks
• Staffing

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 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 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.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off
• Full flex work weeks where possible
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level