IT Service Center Supervisor

General Dynamics Information Technology Falls Church , VA 22040

Posted 2 months ago

General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.

The Service Center Supervisor will provide oversight and leadership of the onsite and remote Service Center Agents. The Service Center Supervisor will manage staff, set priorities, resolve conflicting direction and serve as the subject matter expert (SME) for the Service Center support team on a day to day basis.

The Service Center Supervisor will improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.

The Service Center Supervisor also performs the following:

  • Monitors IT service support queues to ensure service requests and escalations are executed per established guidelines and procedures

  • Trains new team members as well as existing team members

  • Develops, updates, and maintains SOPs and other program documentation

  • Maintains current knowledge of relevant technologies and subject areas

  • Participates in special projects as required

Education:

Bachelor's Degree in Computer Science or a related technical discipline.

Qualifications:

  1. 5-8 years of directly related experience supporting help desk operations
  2. HDI certification required
  3. Significant hands-on experience with ITSM tools (BMC Remedy, ServiceNow, etc.)
  4. Strong knowledge of and hands-on experience with Automatic Call Distributor (ACD) systems, IVRs, or other telephony systems

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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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IT Service Center Supervisor

General Dynamics Information Technology