Customer Service Supervisor

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Customer Service Supervisor you will help ensure today is safe and tomorrow is smarter.

GDIT is looking for a Service Desk Swings Shift (1400-2200) Supervisor who holds TS/SCI with poly for a full time position.

Program overview

GDIT will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position description

This position will be responsible for supervising service desk technicians under the Day Shift team. Trains, coaches, and mentors employees on how to deliver the best customer service and achieve security operations center Service Level Agreements. Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures. Works with other department supervisors to promote a high morale environment and assist other functions of the service desk by flexing staff as needed.

Essential job functions

• Promotes a positive and respectful workplace
• Handles customer escalations and works as a liaison with government/client officials
• Provides polite and customer friendly service support to client and team
• Weekend work will be required to supervise staff and team productivity
• Documents performance and productivity of team members
• Possesses current working knowledge of computers, printers, laptops and common windows applications
• Takes daily accountability of personnel and balances overall team staffing to include leave requests
• Provides training on specific client accounts and processes
• Leads and mentors team members for technical and professional development
• Takes lead on team projects and learn new technologies as needed
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Qualifications

• BA/BS (or equivalent experience), 5+ years of experience.
• TS/SCI clearance required (CI poly required).

Two certifications are required for the program:

1. Security+ CE or another 8570 Cert

2. PWS 9.1 cert

• Supervisor experience is required.
• Technical remote experience is required.
• Service Now experience is desired.
• Windows and Microsoft Office proficiency is required.
• SCCM, Citrix, and Windows Remote Desktop experience is required.