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General Dynamics Information Technology IT Service Desk Supervisor, Barbourville, KY in Westhampton Beach, New York

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: Customer Service

ESSENTIAL JOB FUNCTIONS:

  • Leads and supervises a team of service desk agents using designated systems and proven coaching methods

  • Provides feedback and coaching as appropriate to improve overall performance of agent and/or team

  • Supervises team of agents in order to meet operational goals while ensuring customer satisfaction.

  • Routinely supervises, monitors, and evaluates team metrics for quality of service and to ensure compliance with Client Service Level Agreements.

  • Provides administrative support to assist with the management of day-to-day operations

  • Develops and present presentations to customers, perspective clients, and company senior leadership.

  • Participates in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods

  • May be required to handle customer calls in case of extraordinary call volume circumstances

  • Maintains focus on client and operational goals while ensuring customer satisfaction

  • Follows established practices and procedures in support of Service Desk operations

REQUIREMENTS

  • High school diploma or equivalent AND;

  • 5 or more years of experience working with call center software and programs (Education may be substituted for years of experience)

  • Must be a US Citizen

  • Must be willing to work any shift, 24 x 7 x 365

PREFERRED QUALIFICATIONS

  • Bachelor's degree in Business or related field

  • 5 or more years of experience managing a team

  • Call center management experience HIGHLY

  • Excellent business and analytical problem solving skills

  • Strong communication skills

  • Ability to work independently

  • Additional Job DescriptionWe are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.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.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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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