• Job Description

  Req#: RQ156845

  Type of Requisition:

  Regular

  Clearance Level Must Currently Possess:

  None

  Clearance Level Must Be Able to Obtain:

  None

  Suitability:

  Agency Specific

  Public Trust/Other Required:

  Other

  Job Family:

  Customer Service

  Job Qualifications:

  Skills:

  Coaching, Customer Service, Leadership

  Certifications:

  Experience:

  5 + years of related experience

  US Citizenship Required:

  Yes

  Job Description:

  We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

  GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

  We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a CUSTOMER SUPPORT SUPERVISOR joining our team to support VA ESDMS activities at our El Paso, TX facility.

  At GDIT, people are our differentiator. As a CUSTOMER SUPPORT SUPERVISOR supporting the Department of Veterans Affairs, 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.

  In this role, a typical day will include:

  • 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

  As a well-qualified candidate, YOU have:

  • High School Diploma or equivalent
  • 5 or more years of related experience
  • An ability and willingness to obtain an ITIL v. 4 certification within 90 days of hire
  • Texas Residency living within a 60-mile radius of our El Paso facility or willing to relocate within 60 days of employment
  • An ability and willingness to work any shift within 24x7x365
  • An ability to obtain and maintain a US Public Trust

  Even Better if you also have:

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

  WHAT GDIT CAN OFFER YOU:

  • 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
  • Challenging work that makes a real impact on the world around you
  • 401K with company match
  • Tuition reimbursement

  GDIT CAREERS

  Opportunity Owned

  
  Not sure this job’s the one for you? Check out our other openings at gdit.com/careers

  Scheduled Weekly Hours:

  40

  Travel Required:

  None

  Telecommuting Options:

  Hybrid

  Work Location:

  USA TX El Paso

  Additional Work Locations:

  We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

  We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

  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.

• About the company

  General Dynamics Mission Systems is a business unit of American defense and aerospace company General Dynamics. General Dynamics Mission Systems integrates secure communication and information systems and technology

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