IT Service Desk Supervisor (Barbourville, KY) - Military Veterans

Responsibilities for this Position
Location: USA KY Barbourville - 207 Hospital Dr (KYS001)
Full Part/Time: Full time
Job Req: RQ190270

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
Other

Job Family:
Customer Service

Job Qualifications:

Skills:
Call Center Management, Customer Service, People Management, Troubleshooting
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
No

Job Description:

As a Customer Support Supervisor on our VA ESDMS team you will motivate, coach, and develop a team of help desk professionals. Customer Support Supervisors at General Dynamics are given the opportunity to hone and develop their leadership skills and problem-solving abilities in an exciting high-energy environment while supporting a large federal government contract at our facility in Barbourville, KY. 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 YOU will:

• Model high ethical and professional conduct
• Maintain focus on client and operational goals while ensuring customer satisfaction
• Provide administrative support to assist with the management of day-to-day operations
• Prepare and give presentations
• Aid human resources by interviewing prospective candidates and employing personnel management methods
• Develop a team of help desk professionals using proven coaching methods
• Monitor performance to assure quality of service
• Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements
• Occasionally manage customer calls in case of extraordinary call volume circumstances
• Follow established practices and procedures in support of Service Desk operations

What We Are Looking For

You MUST have:

• A high school diploma or equivalent AND;
• 5 or more years of experience working with call center software and programs and/or working with organizational functions and personnel (Education may be substituted for years of experience)
• An ability and willingness to work any shift, 24 x 7 x 365
• Residency within a reasonable driving distance (approximately 60-mile radius) of our Barbourville facility
• An ability and willingness to obtain an ITIL v4 certification within 60 days of hire
• Demonstrated experience working knowledge of CXone and ServiceNow

Even BETTER if you have:

• A Bachelor's degree in Business or related field
• 2 or more years of experience managing and leading a team
• Call center management experience HIGHLY preferred
• Excellent business and analytical problem solving skills
• An ITIL v4 certification

WHAT GDIT CAN OFFER YOU:

• Professional growth opportunities including paid education and certifications
• An opportunity to work on a close-knit collaborative team
• Rest and recharge with paid vacation and holidays
• Greater visibility within the organization and an opportunity to make a greater impact on a mission that truly matters serving our nation's Veterans
• Additional Job Description

The likely salary range for this position is $42,500 - $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.

Scheduled Weekly Hours:
40

Travel Required:
None

Telecommuting Options:
Hybrid

Work Location:
USA KY Barbourville - 207 Hospital Dr (KYS001)

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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