Help Desk Supervisor

CLOVEHITCH • Washington, DC

3d • Onsite

About The Position

CLGT Solutions, LLC dba CLOVEHITCH is a Service-Disabled Veteran-Owned small mission-focused business that provides professional solutions in the areas of intelligence, financial management, linguistics and administrative functions. CLOVEHITCH is seeking a Help Desk Supervisor to manage help desk operations supporting OFLC systems and users, ensuring timely resolution of technical and user support issues. This position is contingent upon contract award.

Requirements

• 5+ years IT/help desk experience
• 2+ years supervisory experience
• Bachelor’s degree (or equivalent experience)
• Due to federal contract requirements, this position is restricted to U.S. citizens with eligibility for a suitability clearance
• Clean background check

Nice To Haves

• Experience supporting federal IT systems
• Familiarity with ticketing systems and service management frameworks (e.g., ITIL)

Responsibilities

• Supervise help desk staff
• Manage ticket queues
• Ensure timely resolution of user issues related to case systems (e.g., FLAG)
• Track and report service levels, response times, and issue trends
• Coordinate with system owners and technical teams for escalations
• Develop and maintain knowledge base and SOPs
• Ensure customer satisfaction and service quality
• Support onboarding and training for users and staff

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level