Help Desk Supervisor – TS/SCI w/Poly

General Dynamics Information Technology

. Provide accountability for technicians and team lead reports to the help desk manager .

Posted 10/2/2026full-timeUnited StatesMid-LevelSenior💰 $106,250 - $143,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical troubleshooting skills in a Windows environment, with expertise in Active Directory, cloud services, and virtualization. Capable of managing teams, providing mentorship, and ensuring excellent customer service in a fast-paced, mission-critical setting.

Highest-signal resume keywords

Technical Troubleshooting SkillsActive Directory AdministrationServiceNow ExperienceTeam ManagementTop Secret SCI + Polygraph Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Environment AdministrationActive DirectoryCloud ServicesVirtualizationNetworkingGroup PoliciesData AnalysisProblem-SolvingTicketing SystemsIdentity/Access Management

Soft Skills

Excellent CommunicationCustomer Service OrientationCollaborative MindsetMentoringPrioritization

Tools & Technologies

Microsoft Office SuiteServiceNowJira

Certifications & Qualifications

Top Secret SCI + Polygraph Clearance

Industry Keywords

24/7 EnvironmentMission-Essential RoleOn-Site WorkAnnapolis Junction, MDClient Site in TX

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Provide accountability for technicians and team lead reports to the help desk manager
Disseminate knowledge to maintain team awareness, skillset, accesses, and customer service
Manage one or more shifts/teams through subordinate team leads in a 24/7 environment
Proactively handle issues and action items to ensure mission success
Monitor incoming volume and tickets to identify trends, common issues, and quality issues
Investigate root causes, perform corrective actions, and report information to appropriate teams
Serve as a technical point of contact and perform in-depth technical troubleshooting
Participate in service modernization efforts and train staff
Manage staffing coverage, schedules, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping, promotions, and offboarding
Provide coverage during weekends, evenings, holidays, and midnight shifts when staffing requires
Mentor team members and provide career development, skills development, training, and guidance
Identify, resolve, and document personnel issues
Research technical and administrative challenges, develop solutions, present findings to management, and implement solutions
Collaborate with Tier 2, local support, and engineering teams to escalate and resolve critical customer issues
Update knowledge articles, org charts, rosters, schedules, seating charts, Workday records, customer feedback, and asset ownership documentation
Maintain a professional attitude, communicate effectively, and provide excellent customer service
Complete other assigned projects and proactively address tasks, emails, projects, and situations

Requirements

What you’ll need

Bachelor of Arts/Bachelor of Science
5+ years of related experience
Strong troubleshooting skills with Windows environment administration
Experience with Active Directory, Microsoft Office Suite, and identity/access management
Knowledge of virtualization, cloud services, networking, and Active Directory/Group Policies
Understanding of security best practices
Exposure to ticketing systems, including ServiceNow and Jira
Familiarity with data analysis concepts
Ability to independently research solutions and present them to relevant stakeholders
Strong analytical and problem-solving skills
Excellent communication and customer service orientation
Ability to manage multiple tasks and prioritize effectively
Collaborative mindset supporting technical and non-technical stakeholders
Top Secret SCI + Polygraph clearance required
US citizenship required
Availability for weekends and weeknight shifts; exact hours based on business needs
Mission-essential role may require holiday work
On-site work in Annapolis Junction, MD or at the client site in TX

Benefits

Comp & perks

Comprehensive medical plan options, including plans with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan with company match
Full flex work weeks where possible
Paid time off, including vacation, sick, personal time, holidays, paid parental, military, bereavement, and jury duty leave
Short- and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance
AI-powered career tool identifying career steps and learning opportunities
Internal mobility team supporting career goals
Wellness packages
Competitive pay
Award-winning culture of innovation
Military-friendly workplace