Help Desk Supervisor

Help Desk Supervisor

Transform technology into opportunity as a Help Desk Supervisor with GDIT. A career at our Enterprise Services Help Desk means connecting and enhancing the systems that matter most with the customer who use them. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Help Desk Supervisor, you will help ensure today is safe and tomorrow is smarter. Our work depends on Help Desk Supervisor joining our team to lead a team of highly technical Help Desk Technicians provide excellent customer service while resolving customer requests.  As a Help Desk Supervisor, you should have a solid customer service and technical background.  An empathetic and problem-solving attitude٫ with the ability to motivate your team.  The right candidate will have a bachelor’s degree with at least 2 years of Help Desk Supervisory experience.  

• Manages the operation of the help desk and evaluates team performance.
• Oversees employees involved in recognizing, identifying, isolating, and resolving problems with company or customer products and services.
• Approves shift schedules and coordinates coverage to meet 24x7 customer requirements.
• Provides support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.
• Responds to and provides knowledgeable, courteous, and professional assistance to initial, escalated, and other priority customer inquiries.
• Assists with and oversee productivity, quality, and timeliness of work in the completion of department tasks and goals
• Assists in monitoring calls and analyzing quality and recommend actions for improvement
• Maintains, updates, and tracks reports, spreadsheets, logs, and other documents as assigned with high degree of accuracy
• Must be able to recognize, report, and escalate customer inquiries/issues, system, and equipment issues.
• Maintains a current understanding of the processing procedures to respond to a variety of customer inquiries.
• Continually looks for and suggests process improvements benefitting the program office and our customers (internal and external).
• Provides and receives employees constructive feedback on call quality.
• Establishes best practices and supports the implementation of new processes and procedures.
• Creates and utilizes knowledgebase articles to assist in customer incident resolutions.
• Adheres to and supports departmental metrics and goals and assigned work schedules
• Maintains appropriate documentation of customer inquiries.
• Supports program office, departmental, and corporate expectations and policies and procedures.
• Participates in special projects as required.
• Performs other related duties as assigned.
• Regular and predictable attendance is required.

WHAT YOU’LL NEED TO SUCCEED:

Education:  

• A bachelor’s degree in a related discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Required Experience:

• 4-6 years of related job experience, including 2 years of supervisory experience.

Required Skills and Abilities:

• Team management experience
• Excellent interpersonal and leadership skills and the ability to multitask.
• Excellent communication (both verbal and written) skills required.
• Experience utilizing ITSM applications.
• HDI CSR certified (Preferred) 
• ITIL V4 certification preferred Unique/Additional Requirements. (Preferred)
• US Citizenship Required
• Must be able to obtain and retain an FAA-issued PIV badge (MANDATORY)

Location: Onsite

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays