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 Helpdesk Manager:
- Serves as the senior most level technician in assisting customers experiencing problems with IT resources, or requesting new services. Receive user requests for support by phone, email, voicemail, instant messaging. Using the ITSM toolset, enter ticket, attempt to resolve issue via remote desktop control, documents actions taken; escalates tickets to higher-level support groups as necessary; participates in maintaining and improving Service Center standard operating procedures (SOPs). Monitors assigned queues, voicemail, web site and other incoming communication methods.
- Supervises a team of helpdesk technicians. Manages the workforce and ensures all technicians are current in their training while providing excellent customer service.