Service Desk Supervisor

Responsibilities for this Position
Location: USA CA El Segundo - 483 N Aviation Blvd (CAC126)
Full Part/Time: Full time
Job Req: RQ182916

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Secret

Suitability:

Public Trust/Other Required:
None

Job Family:
Help Desk

Job Qualifications:

Skills:
People Management, Services Management, Workflow Management
Certifications:
CompTIA - Security+ - CompTIA
Experience:
5 + years of related experience
ship Required:
Yes

Job Description:

Secure and expertly apply the latest technologies to advance the mission as a Service Desk Supervisor with GDIT. Your work in enterprise IT will help our clients overcome evolving demands and missions. Own the opportunity to accelerate digital modernization for our clients as you accelerate your career.

At GDIT, people are our differentiator. As a Service Desk Supervisor, you will help ensure today is safe and tomorrow is smarter. Our work depends on Service Desk Supervisor joining our team to work directly with the Operations Manager and ITSM Service Delivery Lead to build and deliver a service desk for Space Forces newest mission.

HOW A SERVICE DESK SUPERVISOR WILL MAKE AN IMPACT

• Stand up the service desk to empower the onboarding and troubleshooting of the Space Force ENIGMA project.
• Manage quality assurance, scheduling, and coaching of Service Desk staff.
• Work with Enigma Engineers and customer to troubleshoot and resolve Major Incidents.
• Work with Programmers to develop Jira workflows to support Service Requests, Incidents, and Problems.
• Train Service Desk Agents on common incidents and issues.
• Manage and contribute to Knowledge management system to aid in incident resolution.
• Work with ITSM Service Lead and Functional leads to continuously develop Knowledge Base Articles (KBA).
• Utilize Jira Service Management to track and monitor incidents and service Requests.
• Work with Programmers to set up and manage events from the Dynatrace tool.
• Develop technical KPIs and SLAs by capabilities tracked in tools; Draft and submit reports in a clear and understandable format for decision making and governance checking to PMO, for reporting to Space Force.
• Manage and lead the implementation of a single pane of glass that provides key performance metrics for the systems operations that are defined within the Service Design Package(s).

WHAT YOU'LL NEED TO SUCCEED:

• Education: BA/BS
• Required Experience: At least 5 years' experience managing service desk technicians/agents, developing workflows, and training agents.
• Required Technical Skills: Knowledgeable about ITSM tools and setting up workflows for them; Clear understanding of measuring processes and tool performance; Direct experience with Jira and Dynatrace is a bonus.
• Security Clearance Level: Secret
• Required Skills and Abilities: Must have people management skills and training skills.
• Preferred Skills: Jira Service Management and ITIL 4 Foundations. Experience working with military organizations - preferably, Space Force.
• Location: Onsite at LAAFB(Los Angeles, CA)
• Travel: Up to 10%

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.

The likely salary range for this position is $74,800 - $101,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA CA El Segundo

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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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Back To Search Results GDIT supports and secures some of the most complex government, defense, and intelligence projects across the country.