Help Desk Supervisor - SECRET - SHAPE / Mons, Belgium - Military veterans preferred

General Dynamics Information Technology (


  full-time   employee


Manage the performance of services to customers, ensure that service levels are achieved in line with contracts and those customers expectations are met or exceeded.


Ultimately responsibility for ownership of all customers’ incidents or logged service requests until closed.


Track the incidents to conclusion in line with SLAs and quality standards.


Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations.


Provide information about incidents analysis and KPIs.


Build services relationship with customers and conduct service reviews for key customers.


Review performance reports, service improvements, service quality and processes.


Provide management and performance reports.


The Service Desk Team lead is responsible for planning, scheduling, coordinating, managing and leading a diverse support team to ensure and maintain the highest levels of IT service availability and recovery capabilities.


The Service Desk lead is also responsible of classroom setup and configuration of equipment at three locations, and must schedule manpower as needed.


Candidate must be a self-starter, capable of working under minimal supervision that proactively interfaces with customers and ensures leadership situational awareness.


Principal Duties / Responsibilities: - Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels. ? Measure, monitor and work to drive down incident levels. This will relate to Product and Customer. problems.


Ensure that the Service Desk actively participates in improving the usability and reliability of services. 


Ensure that practices and processes exist and when it is possible are standardized and repeatable.  


Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers.


Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers. 


Contribute to the success of the business and assist in improving the overall customers experience within the team.


Ensure that all the team understands the Mission and Vision, strategy and business plan.


Meet goals and KPIs as set by the line manager.


Ensure that teams KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.


Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.


5-8 years of directly related experience leading teams, applicable knowledge and skillsets in support of systems and technologies along with ITIL framework knowledge and the ability to apply it.


Advanced knowledge of the principles, methods, and techniques used in computer troubleshooting and support. 

Advanced knowledge of desktop operating systems and applications. 

Effective supervisory skills.


Must be capable of obtaining and maintaining a Secret Clearance


In support of the requirement, the employee must have and maintain the CompTIA Security+ CE Certification. The CompTIA Security+ CE Certification is the preferred certification. Also acceptable are alternative certifications.

This position may be required to complete short-term deployments to austere locations worldwide.


The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment.


The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job. #BICES and #CJPOST


For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.


Bachelor's Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.