IT Service Desk Supervisor

About the role

GDIT is seeking a Customer Support Supervisor to support VA ESDMS activities at our Bossier City facility. In this role, you will be trusted to motivate, coach, and develop a team of help desk professionals. Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment. If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.

Responsibilities

• Leading and supervising a team of service desk agents using designated systems and proven coaching methods
• Providing feedback and coaching as appropriate to improve overall performance of agent and/or team
• Supervising a team of agents in order to meet operational goals while ensuring customer satisfaction
• Monitoring, and evaluating team metrics for quality of service, to ensure compliance with Client Service Level Agreements
• Providing administrative support to assist with the management of day-to-day operations
• Participating in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods

Qualifications

• High School Diploma or equivalent
• 5 or more years of demonstrated experience working with contact center software and programs
• An ability and willingness to obtain an ITIL v. 4 certification within 90 days of hire
• Louisiana or Texas residency; living within a 60 mile radius of our Bossier City or El Paso facility
• An ability and willingness to work any shift
• Demonstrated business and analytical problem solving skills

Preferred qualifications

• An ITIL v. 4 certification
• Bachelor's degree in Business or related field
• 5 or more years of experience managing a team
• Call center management experience HIGHLY preferred

Benefits

• Tuition reimbursement
• An opportunity to collaborate with a close-knit team committed to promoting from within
• A hybrid work environment with the ability to work from the comfort of your own home

Pay

The likely salary range for this position is $43,888 - $57,500.

Schedule

40 hours per week. Hybrid work location in Bossier City, LA.