Help Desk Supervisor - TS/SCI w/Poly
About The Position
The Help Desk Supervisor will provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service. This role blends strong technical knowledge with leadership skills and availability to manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment through proactive handling of issues/action items. The supervisor will actively monitor incoming volume/tickets to identify trends/common issues and/or quality issues, investigate root causes, and perform corrective actions or report necessary information to appropriate teams. They will serve as a technical point of contact, perform in-depth technical troubleshooting of systems to assure staff readiness, participate in service modernization efforts, and train staff. Maintaining staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping, promotions, and offboarding is also a key responsibility. The supervisor will provide coverage in the absence of required staffing levels, including weekends, evenings, holidays, and midnights. Additionally, they will provide mentorship, career development advice, skills development and training, and overall guidance to team members, identifying, addressing, resolving, and documenting personnel issues. Identifying areas of potential improvement, researching technical and administrative challenges, identifying and developing solutions, presenting findings to management, and implementing solutions when required are also part of the role. Collaboration with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues is expected. Updating documentation, including knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, and asset ownership, is also required. Maintaining a professional attitude, communicating effectively, and providing excellent customer service at all times are essential. Other projects/duties as assigned, proactively identifying and addressing tasks/emails/projects/situations are also part of the role.
Requirements
- Bachelor of Arts/Bachelor of Science
- 5+ years of related experience
- Experience and strong troubleshooting skills with Windows environment administration including Active Directory, Microsoft Office Suite, identity/access management.
- Knowledge of concepts of virtualization, cloud services, networking, and Active Directory/Group Policies.
- Understanding of Security Best Practices.
- Exposure to Ticketing systems (Service Now & Jira).
- Familiarity with data analysis concepts.
- Ability to independently research solutions to issues and present them in a format applicable to relevant stakeholders.
- TS/SCI w/Poly security clearance level
- US citizenship required
Nice To Haves
- Experience using data and analytics to drive strategic decisions and operational improvements.
- Exposure to ITIL practices and ticketing systems (ServiceNow, Remedy, Jira, Zendesk).
- Data Science/Data Analytics
- Strong analytical and problem-solving skills.
- Excellent communication and customer service orientation.
- Ability to manage multiple tasks and prioritize effectively.
- Collaborative mindset and willingness to support both technical and non-technical stakeholders.
Responsibilities
- Provide accountability for technicians and team lead reports to the help desk manager, disseminate knowledge to maintain team awareness, skillset, accesses, and customer service.
- Blend strong technical knowledge with leadership skills and availability to manage one or more shifts/teams through subordinate team leads ensuring mission success in a 24/7 environment through proactive handling of issues/action items.
- Actively monitor incoming volume/tickets to identify trends/common issues and/or quality issues. Investigate root causes and perform corrective actions or report necessary information to appropriate teams as relevant.
- Serve as a technical point of contact - perform in depth technical troubleshooting of systems to assure staff readiness, participate in service modernization efforts, and train staff.
- Maintain staffing/coverage through schedule management, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping (approvals), promotions, and offboarding.
- Provide coverage in the absence of required staffing levels (including weekends, evenings, holidays, midnights).
- Provide mentorship, career development advice, skills development and training, and overall guidance to team members. Identify, address, resolve, and document personnel issues.
- Identify areas of potential improvement, research technical and administrative challenges, identify and develop solutions, present findings to management, implement solutions when required.
- Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues.
- Update documentation including but not limited to knowledge articles, org charts, rosters, schedules, seating charts, workday, customer feedback, customer feedback, asset ownership.
- Maintain a professional attitude, communicate effectively, and provide excellent customer service at all times.
- Other projects/duties as assigned, proactively identify and address tasks/emails/projects/situations.
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Variety of medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
