Help Desk Supervisor - TS/SCI w/Poly
General Dynamics Information Technology, Baltimore, MD, United States
Job Description
HELP DESK SUPERVISOR
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.
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 applicable.
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.
What You’ll Need To Succeed
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
Required: CompTIA Security+ certification is required within 3 months of start date
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HELP DESK SUPERVISOR
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.
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 applicable.
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.
What You’ll Need To Succeed
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
Required: CompTIA Security+ certification is required within 3 months of start date
#J-18808-Ljbffr