Helpdesk Manager

Location
Oklahoma City, OK
Posted
Aug 17, 2017
Closes
Sep 29, 2017
Hours
Full Time
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.
Candidates must be willing to submit resumes to be included in the final proposal submission. Employment is contingent upon contract award.

Education Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications 5-8 years of directly related experience supporting help desk operations.

  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

 

 

#DICE