Tier 1 Supervisor

ECS Tech Inc•Chubbuck, ID

15h

About The Position

ECS is seeking a Tier 1 Supervisor to lead a high-performing team supporting a managed services program, providing IT Service Desk, Enterprise Watch Operations, and Network Operations Center (NOC) support to approximately 50,000 government and contractor end-users both CONUS and OCONUS. This role offers a unique opportunity to support mission-critical systems that contribute to national security efforts, including counterterrorism, cyber defense, and law enforcement operations. The ideal candidate will have a commitment to excellence and the drive to ensure superior service delivery in a fast-paced, high-stakes environment.

Requirements

Active Top-Secret Clearance with the ability to obtain SCI / CI-Poly, as required by contract specifications
1+ years of experience in Call Center or Help Desk management
Flexibility to work in a 24/7 operational environment
Excellent interpersonal and communication skills
In-depth knowledge of IT Service Management (ITSM) processes and best practices.

Responsibilities

Oversee the day-to-day activities of the Tier 1 Service Desk, Watch Operations, and NOC teams, ensuring all systems and services are effectively monitored and maintained.
Provide leadership, guidance, and support to a team of 80+ agents and analysts, helping them to perform their tasks with efficiency and precision.
Collaborate closely with the Operations Manager to manage the escalation and resolution of critical incidents.
Ensure timely incident resolution within established Service Level Agreements and Operational Level Agreements.
Proactively monitor and address incident trends to mitigate future issues.
Manage all system monitoring activities, including network, server, and equipment performance, ensuring continuous availability and uptime.
Utilize industry best practices and ITIL methodologies to assess service performance, identify areas for improvement, and implement corrective actions as necessary.
Drive process improvements and operational efficiencies using metrics and data analysis.
Identify bottlenecks, resolve service issues, and ensure optimal resource allocation.
Apply ITIL principles to enhance service delivery, streamline workflows, and reduce response times.
Maintain strong communication with internal teams, management, and other stakeholders to ensure timely and accurate problem resolution.
Deliver clear, concise updates to senior leadership regarding ongoing incidents and resolution efforts.
Ensure that all customer interactions are handled with professionalism, courtesy, and efficiency.
Foster a team culture that emphasizes high-quality, customer-focused service.
Assist in the training, development, and continuous improvement of Tier 1 team members and Tier 2 team members on occasion.
Provide coaching to enhance individual performance and support career growth within the organization.