Lead and manage a Help Desk team delivering IT support to NCIS ITD in Quantico, VA on 2nd or 3rd shift; active TS/SCI clearance required.
Responsibilities
- Direct, mentor, and coordinate a team of User Support Specialists to ensure reliable IT support delivery across the organization.
- Manage service requests and incident tickets from creation to closure, preserving accurate item tracking and referrals.
- Deliver superior customer service across all levels, resolving issues related to hardware, software, networks, access, and telecommunications.
- Administer phone support per established standards and collect essential technical and personal data to enable timely escalation.
- Delegate and supervise end-user device provisioning and maintenance (desktops, laptops, printers, peripherals, and mobile devices), ensuring functionality and security; maintain a current asset inventory.
- Guide and review team troubleshooting efforts, engaging users by phone, email, or self-service channels.
- Apply SOPs, the knowledge base, and historical data to diagnose and analyze issues.
- Ensure proper escalation to specialists, track progress, and confirm updates in the ticketing system.
- Detect recurring problems and flag patterns for leadership consideration.
- Promote collaboration between the help desk, system/network admins, and developers to resolve complex technical challenges.
Requirements
- Active TS/SCI clearance required.
- Minimum 5 years of Help Desk management experience in IT supporting systems and users.
- Strong communication skills, both oral and written, with a positive customer service attitude.
- ITIL experience preferred.
- Certification: CompTIA Security+ CE.
- Education: BS degree in a technical discipline; or, an additional 2 years of experience in lieu of the degree.
- Location: Onsite at Quantico, VA.
- 2nd Shift: Monday - Friday, 4:00 pm – 12:00 am.
- 3rd Shift: Monday - Friday, 10:00 pm – 6:00 am.
- US Citizenship required.
Benefits
- Growth: AI powered career tool identifying career steps and learning opportunities.
- Support: Internal mobility team dedicated to helping you reach career goals.
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, competitive pay, and paid time off.
- Community: Award winning culture of innovation and a military friendly workplace.
Work Requirements
- Years of Experience: 5+ related experience.
- May vary based on technical training, certification(s), or degree.
- Certification: CompTIA Security+ CE.
- Travel Required: None.
- Citizenship: U.S. Citizenship required.
Salary and Benefit Information
The estimated yearly salary range is $122,400 to $165,600. Final compensation will be determined based on experience, geographic location, and contractual requirements, and could fall outside this range.
Identity Verification Process
As part of the hiring process, identity verification using biometrics and artificial intelligence may be employed to confirm authenticity and prevent fraud. Virtual interviews may require on camera presence, and authorization to collect, process, and use biometric data for verification and security purposes is requested.
About Our Work
We are GDIT, a global technology and professional services company delivering technology and mission support to major U.S. government agencies, defense, and intelligence communities. With about 26,000 experts, we apply technology to create immediate value and deliver solutions at the edge of innovation, across more than 50 countries, with focus areas including digital modernization, AI/ML, cloud, cyber, and application development.
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Equal Opportunity Employer
General Dynamics Information Technology is an Equal Opportunity Employer. We welcome applications from individuals with disabilities and protected veterans.
