Tier II Desktop Supervisor

General Dynamics
Washington
Workplace: OnsiteFull timeUSD 88,400 - 119,600 annuallyFunction: IT Support & HelpdeskExperience: 10+ yearsEducation: bachelorsSkills: ["Customer service","Communication","Organizational skills","Problem-solving","Mentoring"]

Provide Tier II desktop and end-user IT support for a complex enterprise system, triaging and resolving ServiceNow tickets and driving change request/defect workflows. Lead configuration, deployment, and lifecycle support for desktops, laptops, mobile devices, peripherals, and associated hardware/software issues. Oversee VIP support and equipment relocations, maintain documentation/SOPs, mentor junior staff, and coordinate troubleshooting, testing support, and user communications.

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FursaFursa
General Dynamics
General Dynamics
34 minutes ago

Tier II Desktop Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 34 minutes agoStatus: Live

Job Summary

Provide Tier II desktop and end-user IT support for a complex enterprise system, triaging and resolving ServiceNow tickets and driving change request/defect workflows. Lead configuration, deployment, and lifecycle support for desktops, laptops, mobile devices, peripherals, and associated hardware/software issues. Oversee VIP support and equipment relocations, maintain documentation/SOPs, mentor junior staff, and coordinate troubleshooting, testing support, and user communications.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Manager level

Key Responsibilities

  • •Receive, track, assign, and ensure resolution and closure of trouble tickets in ServiceNow, including related change management artifacts.
  • •Manage configuration, installation, and support of desktop/laptop computers, handheld devices, printers, monitors, and other peripherals.
  • •Oversee enhanced VIP desktop and user support, including IT equipment relocation and status communication during hardware/software remediation.
  • •Maintain end-user hardware lifecycle and device records for deployed devices, excessing End-of-Life/damaged inventory for CEPO disposal.
  • •Provide desktop maintenance support including inventory, software distribution, and security maintenance such as virus updates and patch management.
Travel: Low travel

Pay and Benefits

Salary: USD 88,400 - 119,600 annually
Perks:Health InsuranceDentalVision401kPaid LeaveLearning Budget

Key Requirements

  • •10+ years of IT knowledge and hands-on experience configuring, imaging, deploying, and troubleshooting systems, plus 4–6+ years leading/managing technical support technicians.
  • •Experience managing end user support issues and supporting end user hardware, software, and technologies.
  • •Proven ability to develop repeatable processes and procedures for customer requests and incidents.
  • •ITIL Foundations certification (or ability to obtain within 3 months).
  • •Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, or Social Science, or equivalent experience.
Experience:10+ years
Education:Bachelor's
Skills:Customer serviceCommunicationOrganizational skillsProblem-solvingMentoring
Certifications:ITIL foundationsMicrosoft 365 Certified: Modern Desktop Administrator AssociateA+Network+Security+Project+
Tech Stack:ServiceNowCMDBSCCMBeyondTrustMicrosoft OfficeMicrosoft 365Windows 11IPhones

Eligibility

Work Authorization:Sponsorship available.
Security Clearance:BI Full 6C (T4)

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn