help desk team leader

General Dynamics Information Technology

<p></p><div><div><div><p>Your Impact</p><p>
Own your opportunity to serve as a critical component of our nation&rsquo;s safety and security. Make an impact by using your expertise to protect our country from threats.</p><p>
Job Description</p><div><p>
HELP DESK SUPERVISOR<br>
HOURS: 1400-2200</p><div><br>
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Supervisor and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.<br>
<br>
WHAT YOU&rsquo;LL NEED TO SUCCEED<br>
Bring your technology expertise and drive for innovation to GDIT. The Help Desk Supervisor must have:<br>
<ul><li>Education: Bachelor of Arts/Bachelor of Science</li><li>Experience: 5+ years of related experience</li></ul></div><p></p><p>
REQUIRED CERTS:</p><p>
1. Security+CE</p><div>
2. PWS 9.1<br>
<br>
GDIT IS YOUR PLACE<br>
At GDIT, the mission is our purpose, and our people are at the center of everything we do.<br>
<ul><li>Growth: AI-powered career tool that identifies career steps and learning opportunities</li><li>Support: An internal mobility team focused on helping you achieve your career goals</li><li>Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off</li><li>Community: Award-winning culture of innovation and a military-friendly workplace</li></ul><br>
OWN YOUR OPPORTUNITY<br>
Explore an enterprise IT career at GDIT and you&rsquo;ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.</div>
</div></div><div><div><div><p>Work Requirements</p></div></div><div></div><div><div>
Years of Experience<div>
5 + years of related experience</div><ul><li>may vary based on technical training, certification(s), <i>or</i> degree</li></ul></div><div></div><div>
Certification<p>
CompTIA Security+ CE | CompTIA - CompTIA</p></div><div></div><div>
Travel Required<div>
10-25%</div></div><div></div><div>
Citizenship<div>
U.S. Citizenship Required</div></div></div></div></div><div><p>
Salary and Benefit Information</p><div>
The likely salary range for this position is $73,965 - $40. 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.<br>
View information about benefits and our total rewards program.</div><p>
About Our Work</p><div>
We are GDIT. A global technology and professional services company that delivers 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 over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div><i>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</i></div></div></div>

Help Desk Lead - SWINGS - TS/SCI W/ POLY

Medicus IT

<div><h1 class="jobSectionHeader"><b>Job Summary</b></h1>
<p>
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.</p><br>
<p></p>
<h1 class="jobSectionHeader"><b>
Responsibilities:</b></h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader"><b>Skills:</b></h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader"><b>Qualifications:</b></h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus<br>
</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

Team Lead, Enterprise Service Desk

<div><h1 class="jobSectionHeader"><b>Job Summary</b></h1>
<p>
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.</p><br>
<p></p>
<h1 class="jobSectionHeader"><b>
Responsibilities:</b></h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader"><b>Skills:</b></h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader"><b>Qualifications:</b></h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

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Help Desk Lead - SWINGS - TS/SCI W/ POLY

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