Job Description

GDIT is looking for a Help Desk Supervisor to work on the milCloud 2.0 Tier I Help Desk in our Chantilly, VA office.

milCloud 2.0 is a Defense Information Systems Agency (DISA) led program that connects commercial cloud service offerings to Department of Defense (DoD) networks in a private deployment model. This provides DoD mission partners the latest scalable cloud technology and operates at Impact Level 5 and 6 of the Cloud Computing Security Requirements Guide. milCloud 2.0 works to improve availability and performance of datacenter services and reduces the DoD's total cost of ownership for delivering infrastructure services.

The Help Desk Supervisor will have full responsibility for the Tier 0 & 1 team, and be responsible for meeting Tier 1 Help Desk Service Level Agreements.

Task and responsibilities in this role include, but are not limited to the following:
* Manages all activities related to the staffing and operation of the service desk.

* Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude

* Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs)

* Supervises assigned staff in support of the prime client and their mission partners

* Directs staff in recognizing, identifying, isolating, and resolving client and mission partner issues at the Tier 0 and Tier 1 level, and escalating appropriately to the Tier 2 / 3 level(s) as needed.

* Continually improve best practices and service desk processes to provide exceptional customer service and deliverables

* Establishes and implements policies and procedures and ensures their conformance with company/customer objectives.

* Projects support resource requirements, including personnel, software, equipment, and facilities and makes recommendations to management.

* Maintains current knowledge of relevant technologies as assigned.

* Assist the Sr. Operations Manager & participates in special projects as required.

* Provide technical leadership and coordination with all on-site IT Service Desk personnel

* Present and manage metrics and key performance indicators

* Support the implementation and on-going management of an enterprise level IT Service Desk application

* Document IT Service Desk processes and ensure processes are kept up to date

* Resolve escalated customer and vendor issues

* Resolve daily issues of a complex scope that impact the team and overall business objectives

* Oversee and establish best practices for the way the team monitors, prioritizes, and assigns tickets

* Ensure that tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentation

* Provide support to the user community by working on trouble tickets from the Help Desk and communicating with users via ServiceNow ticketing platform, email, and telephone.

* Works with other milCloud2.0 team leadership and Knowledge Management team to develop knowledge articles, SOPs, and other project related documentation to support Tier 0 / 1 engagement with customers.

* Identify areas for improvement

* Build and nurture positive working relationships with the clients with the intention to exceed client expectations.

Required Qualifications:
* Active TOP SECRET security clearance

* Bachelor's Degree in Computer Science, Information Systems, or other related field; OR equivalent work experience in lieu of degree.

* 5+ years of directly related experience supporting help desk operations, including supervisory experience.

* Manage call center or team size of 5+ minimum of on-premise and remote agents

* Excellent written and verbal communication skills

* Must have very strong multi-tasking, organizational and documentation skills

* Exceptional attention to detail

* High level of dependability

* Maintains a positive and respectful attitude

* Exerts professionalism

* Ability to think critically and logically and exercise proper judgment

* Must be able to meet deadlines

Desired Qualifications:
* 8570 Certification

* ITIL experience

* Experience with ServiceNow ticketing system

* Experience with ACDaaS / call handling systems.

* Working knowledge of cloud technologies including provisioning and monitoring

* Working Knowledge of VMware and AWS

* Experience developing FAQ documents

Scheduled Weekly Hours:
40

Travel Required:
10-25%

T elecommuting Options:
Some Telecommuting Allowed

Work Location:
USA VA Chantilly

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.nnGDIT 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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