# Help Desk Supervisor

**Company**: GDIT
**Location**: Annapolis Junction, MD
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $106,250 - $143,750
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-MD-Annapolis-Junction/Help-Desk-Supervisor---TS-SCI-w-Poly_RQ229663-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2360b402-386

## Description

We are seeking a Help Desk Supervisor to join our team at GDIT. As a Help Desk Supervisor, you will provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service.

Responsibilities:

- Provide leadership and guidance to team members

- Manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment

- Monitor incoming volume/tickets to identify trends/common issues and/or quality issues

- Perform in-depth technical troubleshooting of systems

- Maintain staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping, and offboarding

- Provide mentorship, career development advice, skills development and training, and overall guidance to team members

- Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues

- Update documentation including knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, asset ownership

- Provide excellent customer service at all times

Requirements:

- 5+ years of related experience

- Bachelor of Arts/Bachelor of Science degree

- Experience and strong troubleshooting skills with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management

- Knowledge of concepts of virtualization, cloud services, networking, and Active Directory/Group Policies

- Understanding of Security Best Practices

- Exposure to Ticketing systems (Service Now & Jira)

- Familiarity with data analysis concepts

- Ability to independently research solutions to issues and present them in a format applicable to relevant stakeholders

Preferred Skills:

- Experience using data and analytics to drive strategic decisions and operational improvements

- Exposure to ITIL practices and ticketing systems (ServiceNow, Remedy, Jira, Zendesk)

- Data Science/Data Analytics

Benefits:

- Comprehensive benefits and wellness packages

- 401K with company match

- Competitive pay and paid time off

- Award-winning culture of innovation and a military-friendly workplace

## Skills

### Required
- Collaboration
- Customer Service
- Organizing
- Prioritization
- Technical Knowledge
- Windows environment administration
- Active Directory
- Microsoft Office Suite
- identity/access management
- virtualization
- cloud services
- networking
- Security Best Practices
- Ticketing systems (Service Now & Jira)
- data analysis

### Nice to have
- data and analytics
- ITIL practices
- ticketing systems (ServiceNow, Remedy, Jira, Zendesk)
- Data Science/Data Analytics

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-MD-Annapolis-Junction/Help-Desk-Supervisor---TS-SCI-w-Poly_RQ229663-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)