Senior Technical Support Supervisor Sign on Bonus Potential

Boeing•Berkeley, MO

1d•$119,850 - $162,150•Onsite

About The Position

The Boeing Company’s Specialized United States Infrastructure Operations Organization is currently seeking a Senior Technical Support Supervisor to join the team in Berkeley, MO. As the Technical Support Supervisor, you will lead and inspire the help desk team to deliver prompt, expert technical support that empowers internal users to stay productive and efficient. You will ensure consistent, high-quality incident resolution while maintaining service level agreements (SLAs) and driving continuous process improvements. Your leadership will elevate customer satisfaction and strengthen the foundation of our information technology (IT) support operations. Join us to shape a responsive, customer-focused help desk that fuels organizational success.

Requirements

Ability to obtain access to Special Access Programs (SAP)
Active CompTIA Security+ certified (or similar certification meeting DoD Directive 8570.01 Certification Requirements)
3+ years of experience in all aspects of Windows Desktop administration (e.g. application and services, troubleshooting, application configuration, networking, user accounts, Active Directory and/or security)
3+ years of experience in an IT Help Desk position resolving IT issues
3+ years of experience with Agile planning/project management tools (Version One, Jira, etc.)
1+ years of experience developing and implementing process improvements
1+ years of experience leading or managing projects and/or teams
Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.
U.S. Person as defined by 22 C.F.R. §120.62 is required.
This position requires an active U.S. Secret Security Clearance (U.S. Citizenship Required).

Nice To Haves

Bachelor's degree or equivalent work or military experience
Experience with IT Infrastructure supporting desktop, server, storage or network hardware and software component
Experience working with COTS Integration in a Linux or Windows environment
Experience with Scaled Agile Framework or Agile Methodologies

Responsibilities

Supervise day-to-day operations of the help desk, including workload management, and helpdesk performance monitoring
Serve as escalation point for complex incidents and ensure timely resolution
Develop, maintain, and enforce help desk procedures, knowledge base articles, and best practices
Track and report on key performance indicators (KPIs) and SLAs (e.g., ticket response/resolution times, customer satisfaction)
Coach and train junior team members, providing hands-on guidance to promote team growth
Coordinate with IT teams (network, systems, applications) for problem resolution and project work
Drive continuous improvement initiatives and user experience enhancements