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