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General Dynamics Information Technology · 2 weeks ago

Help Desk Supervisor - TS/SCI w/Poly

Annapolis Junction, MD

Full-time

Onsite

Mid, Senior Level

$94K/yr - $126K/yr

5+ years exp

General Dynamics Information Technology is a global technology and professional services company delivering consulting, technology, and mission services across the U.S. government, defense, and intelligence community. They are seeking a Help Desk Supervisor who will handle personnel issues, conduct reviews, ensure team coverage, and resolve customer issues while collaborating with various teams to improve workflow processes.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

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 Rosters

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

Qualification

CompTIA Security+ CEBachelor's degreePlanning AbilityResearchingSpecial ProjectsCollaboration

Required

Top Secret SCI + Polygraph clearance level must currently possess

Top Secret SCI + Polygraph clearance level must be able to obtain

5+ years of related experience

US Citizenship required

Bachelor of Arts/Bachelor of Science

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

Benefits

Comprehensive benefits and wellness packages

401K with company match

Variety of medical plan options, some with Health Savings Accounts

Dental plan options

A vision plan

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, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees