Service Desk Supervisor

TL;DR

Service Desk Supervisor: Overseeing the delivery of high-quality support services to Veterans and VA Providers with an accent on managing a team of Help Desk professionals providing Tier I, Tier II, and Tier III support. Focus on ensuring operational excellence, driving team performance, and maintaining compliance with SLAs.

Location: While this is a remote-first position, the Service Desk Supervisor, if local, is expected to be onsite one day per week.

Salary: $75,520 Annually

Company

hirify.global is a team of transformers--people who are passionate about transforming government IT.

What you will do

• Lead and develop a high-performing support team through coaching, mentoring, and formal performance reviews.
• Oversee day-to-day Help Desk operations, including monitoring of incidents, alerts, requests, and problems to ensure timely resolution and adherence to quality standards.
• Lead monthly case quality reviews and support initiatives to improve customer satisfaction and service delivery.
• Track and report weekly, monthly, and quarterly team performance metrics.
• Assist in the development and delivery of technical and process-related training content.
• Ensure compliance on accurate timecard and leave reporting.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience.
• 4–8 years of technical service desk experience supporting hardware, software, and networking components.
• Prior supervisory experience in a customer support or help desk environment.
• Strong written and verbal communication skills with the ability to convey technical concepts to non-technical users.
• Ability to obtain and maintain Public Trust Security Clearance
• US Citizen

Nice to have

• Experience with ServiceNow ticketing system and NICE InContact Phone systems

Culture & Benefits

• Meaningful work and a collaborative team environment.
• Access to a range of perks and benefits to support personal and professional well-being.
• Employee Assistance Program (EAP).
• Corporate Discounts.
• Flexible Work Environment.

Hiring process

• Virtual video interview conducted via video with the hiring manager and/or team (camera must be on).
• Enhanced Biometrics ID verification screening.
• Background check, to include criminal history, education verification, and employment history.