Help Desk Supervisor

Responsibilities for this Position
Location: USA OK Oklahoma City - 3600 South MacArthur Blvd (OKS002)
Full Part/Time: Full time
Job Req: RQ162136
Type of Requisition:
Regular
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
None
Suitability:
Public Trust/Other Required:
Other
Job Family:
Help Desk
Job Qualifications:
Skills:
Communication, Customer Service, Leadership, People Management, Technical Support
Certifications:
HDI Customer Service Representative - Help Desk Institute (HDI), ITIL Foundation - ITIL
Experience:
8 + years of related experience
US Citizenship Required:
Yes
Job Description:
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:

• 8 - 10 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

Scheduled Weekly Hours:
40
Travel Required:
Less than 10%
Telecommuting Options:
Onsite
Work Location:
USA OK Oklahoma City
Additional Work Locations:
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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