State IT Support Supervisor
This contract provides IT support services to a high profile customer in Washington, DC and offices nationwide. The position works in the IT Service Desk Install and State Telephony functional areas. The environment is enterprise based Installation and support of workstations, servers, LAN, mobile devices, printers, peripherals and supporting software. The position opening is for a Supervisor of State IT Support. The position will be located in Washington, DC and provide services to government offices nationwide. The candidate will be responsible for operational management, support, and supervision of State IT Support operations and staff. The candidate will manage the staff, processes, and procedures necessary to maintain successful ongoing operations for Installation and Support of IT equipment and software. Applicant selected must have the ability to obtain and maintain favorable background status. General Dynamics Information Technologies is an EEO/Affirmative Action Employer. General Responsibilities:
- Supervises non-exempt technicians and exempt professionals.Develops and maintains processes necessary for daily operations.Maintains and controls the performance of all activities related to State Installations and Break/Fix.Develops personnel skill requirements and provides training resources to relevant personnel.Develops schedules and assigns work to meet critical customer deadlines.Ensures that proper records and other documentation are maintained.Communicates with contract representatives, providing important updates and responding to requests.Manages and directs staff resources to ensure contractual obligations are met.Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy.
- 8-10 years of related information systems experience, including supervisory experience.Logical thinker who can take input from technical staff to formulate action plans.Ability to manage relationships with high-profile customers.Experience with Service Manager or comparable ticketing system.Ability to handle escalations from the customer.Ability to enable continuous improvement.Provides a positive climate for motivation.Excellent customer service skills.Sound organizational skills and ability to multi-task under tight deadlines.Effective communication skills.Experience working independently with little supervision and achieving required objectives.Escalate and manage Time and Material requests for unsupported equipment repairs.Other duties as assigned or required.
- Bachelor’s degree; or 8+ years of related experience and/or training; or equivalent combination of education and experience.