General Dynamics Information Technology is hiring a Help Desk Supervisor to support a mission-critical, 24/7 help desk operation in Annapolis Junction, Maryland. In this role, you will lead technicians and team leads, strengthen service quality through technical troubleshooting and root-cause analysis, and ensure coverage across shifts while keeping documentation and customer communication up to date.
Role context
This position is onsite in Annapolis Junction, MD and is mission essential, with work that may include holidays when required. The schedule is Monday to Friday Days, and coverage may extend to weekends, evenings, and midnights based on staffing needs. You will manage one or more shifts/teams through subordinate team leads to maintain readiness and support ongoing mission success.
Responsibilities
- Provide accountability for help desk technicians and team leads reporting to the help desk manager, sharing knowledge to keep the team aligned on skills, access, and customer service.
- Apply technical expertise alongside leadership to manage shifts/teams through proactive handling of issues and action items in a 24/7 environment.
- Monitor incoming ticket volume and identify trends, common issues, and potential quality concerns; investigate root causes and take corrective actions or route relevant information to appropriate teams.
- Serve as a technical point of contact by performing in-depth troubleshooting to ensure staff readiness, supporting service modernization efforts, and training team members.
- Manage staffing and coverage through scheduling, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping approvals, promotions, and offboarding.
- Provide coverage when required staffing levels are not met, including weekends, evenings, holidays, and midnights.
- Provide mentorship and career guidance, support skills development and training, and identify, address, resolve, and document personnel issues.
- Identify opportunities for improvement, research technical and administrative challenges, develop solutions, present findings to management, and implement changes when required.
- Collaborate with Tier 2, local support, and engineering teams to escalate and resolve critical customer issues.
- Maintain documentation such as knowledge articles, org charts, rosters, schedules, seating charts, Workday, customer feedback, and asset ownership.
- Maintain a professional attitude, communicate effectively, and deliver excellent customer service at all times.
- Perform other assigned projects and proactively address tasks, emails, projects, and situations as needed.
Requirements
- Education: Bachelor of Arts or Bachelor of Science
- Experience: 5+ years of related experience
- Hands-on troubleshooting experience with Windows environment administration, including Active Directory, Microsoft Office Suite, and identity/access management
- Knowledge of virtualization, cloud services, networking, and Active Directory/Group Policies
- Understanding of security best practices
- Exposure to ticketing systems including ServiceNow and Jira
- Familiarity with data analysis concepts and ability to independently research solutions and present them to stakeholders
- Ability to use data and analytics to support strategic decisions and operational improvements
- Exposure to ITIL practices and ticketing systems (ServiceNow, Remedy, Jira, Zendesk)
- Security clearance: TS/SCI with Polygraph
- U.S. citizenship required
- Travel required: Less than 10%
- CompTIA Security+ CE (as listed)
- Note: Public trust: None (per listing)
Technologies
- Active Directory
- Microsoft Office Suite
- Active Directory/Group Policies
- ServiceNow
- Jira
- Remedy
- Zendesk
- ITIL
- CompTIA Security+ CE
- Workday
Compensation and benefits
The likely salary range for this position is $106,250 - $143,750, with benefits and wellness packages and 401K with company match, along with competitive pay and paid time off. Additional offerings include an AI-powered career tool that identifies career steps and learning opportunities, an internal mobility team focused on career goals, and an award-winning culture of innovation in a military-friendly workplace.
As part of the hiring process, the identity verification process uses advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. Candidates are expected to be on camera during virtual interviews, and the company reserves the right to take a picture to verify identity and prevent fraud.
REQ#: RQ229663
Requisition type: Regular
GDIT is a global technology and professional services company delivering technology solutions and mission services to major U.S. government, defense, and intelligence community agencies. With expertise across AI, cloud, cyber, and software development, GDIT operates in 50+ countries and employs 26,000 experts. Equal Opportunity Employer, including Individuals with Disabilities and Protected Veterans.
