Service Desk Supervisor

Pay: $97,000 - $121,000/year.

Work model: Remote

Position summary

The Service Desk Lead oversees IT support operations for a federal government contract. This role manages help desk technicians, supports technical issue resolution, maintains service standards, and ensures IT operations meet federal security and compliance requirements.

Leadership and service delivery

• Supervise and mentor help desk technicians, supporting efficient resolution of user issues.
• Develop training materials, provide ongoing instruction, and conduct performance reviews.
• Manage daily service desk operations, ticketing workflows, troubleshooting, and escalation of complex issues.
• Ensure incidents and service requests are resolved accurately within established service-level agreements.
• Maintain customer satisfaction through clear, professional communication.
• Allocate resources, track expenses, and support contract budgeting and financial oversight.

Technical operations and compliance

• Provide hands-on support for desktops, laptops, mobile devices, peripherals, and software.
• Support federal desktops, servers, networks, and related systems in accordance with applicable standards.
• Coordinate with vendors, contractors, and internal technical teams to resolve complex issues.
• Maintain adherence to federal cybersecurity policies, privacy standards, and operational security protocols.
• Conduct compliance audits and risk assessments.
• Work with cybersecurity teams to address vulnerabilities and maintain secure infrastructure.
• Report on resolution times, customer satisfaction, and recurring issues.
• Analyze service desk performance and implement process improvements.
• Evaluate emerging technologies and incorporate relevant improvements into IT operations.

Experience and requirements

• 5-8 years of experience in IT support or help desk roles.
• At least 2-3 years managing help desk technicians, including hiring, training, and performance evaluations.
• In-depth knowledge of IT systems, infrastructure, and software development.
• Familiarity with government regulations, compliance requirements, and security standards such as NIST.
• Strong leadership, conflict resolution, and decision-making skills.
• Ability to communicate effectively with stakeholders, team members, and senior management.
• Budgeting, financial oversight, resource allocation, and expense tracking skills.
• U.S. citizenship is required.

A relevant bachelor's degree, such as computer science, information technology, or business administration, is typically required. ITIL, CompTIA A+, or Certified Help Desk Manager certification is a plus.

Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

Benefits and development

• Healthcare coverage, virtual health visits, and wellness programs.
• Flu shots and biometric screenings.
• 401(k) with employer matching.
• Life and disability insurance.
• Tuition assistance and internal career growth opportunities.
• Annual performance reviews.
• Financial wellness tools.
• Commuter perks, pet insurance, and entertainment discounts.
• Employee recognition programs and referral bonuses.