IT Service Desk Supervisor General Dynamics Information Technology

• 3.7 El Paso, TX Job Details $43,888
• $57,500 a year 18 hours ago Benefits Tuition reimbursement Qualifications ITIL Foundation ITIL Certification IT service management High school diploma or GED Full Job Description Clearance Level Other Category Contact Center Locations Bossier City, Louisiana El Paso, Texas ( Hybrid Workplace ) Key Skills For Success Coaching People Management Service Desk (Inactive) Supervision REQ#:

RQ224337

Public Trust:

Other Requisition Type:

Regular Your Impact Own your opportunity to support the missions that matter. From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world while building new skills to propel your career forward. Job Description We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that's important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can't turn into opportunity. And our work depends on a

CUSTOMER SUPPORT SUPERVISOR

joining our team to support

VA ESDMS

activities at our Bossier City facility. At GDIT, people are our differentiator. As a

CUSTOMER SUPPORT SUPERVISOR

supporting the Department of Veterans Affairs, you will be trusted to motivate, coach, and develop a team of help desk professionals. Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment. If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging. In this role, a typical day will include: Leading and supervising a team of service desk agents using designated systems and proven coaching methods Providing feedback and coaching as appropriate to improve overall performance of agent and/or team Supervising a team of agents in order to meet operational goals while ensuring customer satisfaction Monitoring, and evaluating team metrics for quality of service, to ensure compliance with Client Service Level Agreements Providing administrative support to assist with the management of day-to-day operations Participating in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods To qualify for this role, YOU

MUST HAVE

: High School Diploma or equivalent 5 or more years of demonstrated experience working with contact center software and programs An ability and willingness to obtain an ITIL v. 4 certification within 90 days of hire Louisiana or Texas residency; living within a 60 mile radius of our Bossier City or El Paso facility An ability and willingness to work any shift Demonstrated business and analytical problem solving skills Even BETTER if YOU also have: An ITIL v. 4 certification Bachelor's degree in Business or related field 5 or more years of experience managing a team Call center management experience HIGHLY preferred

WHAT GDIT CAN OFFER YOU

Tuition reimbursement An opportunity to collaborate with a close-knit team committed to promoting from within A hybrid work environment with the ability to work from the comfort of your own home Work Requirements Years of Experience 5 + years of related experience may vary based on technical training, certification(s), or degree Certification ITIL Foundation

• ITIL
• ITIL Travel Required None Salary and Benefit Information The likely salary range for this position is $43,888
• $57,500.

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. Our Identity Verification Process As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes. About Our Work We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans