Poly

General Dynamics Information Technology•Annapolis Junction, MD

19h•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. At GDIT, the mission is our purpose, and our people are at the center of everything we do. This role involves handling GDIT personnel issues, conducting various reviews (Quarterly, Monthly, Annual), participating in setting Tier 1 goals, conducting onboarding check-ins, managing weekly timecard submissions and audits, ensuring team adherence to GDIT and Tier 1 policies, maintaining coverage for monthly calendars including weekends and holidays, and providing direct coverage when necessary. The supervisor will also perform initial candidate interviews for technician, team lead, and trainer positions, resolve higher-level customer issues, monitor supervisor emails, approve overtime, research high-level issues for Tier 1 OneNote submissions, apply system updates to various groups and rosters, ensure system renewals are correctly updated, collect and report CWIP materials for compliance, manage system errors and updates for desks in Annapolis Junction and Texas, ensure asset claiming, update morale and safety boards, delegate tasks to Team Leads, participate in communications with other teams (AM desk, Tier 2 Leads, Accounts Team, Telephony, SNOW), lead collaborations to improve workflow processes, update Restricted Access Groups for Trainers, and generate and distribute Blue Survey Dashboard and Productivity Reports. Additionally, the supervisor is responsible for ensuring Team Leads perform duties like ticket audits and VTB updates, reviewing Tier 1 ticket submissions for accuracy, and handling other special projects as assigned. 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.

Requirements

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

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

AI-powered career tool that identifies career steps and learning opportunities
An internal mobility team focused on helping you achieve your career goals
Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Award-winning culture of innovation
Military-friendly workplace
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
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 insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance