RES Help Desk Supervisor (Government IT)

TL;DR

RES Help Desk Supervisor (Government IT): Overseeing Help Desk Engineers providing technical support for Veteran Affairs systems with an accent on troubleshooting, user adoption, and service delivery. Focus on managing ticketing workflows in ServiceNow, developing training documentation, and ensuring high system uptime.

Location: Fully remote within the United States

Salary: $67,000 - $80,000 Annually

Company

hirify.global is a government IT transformation company delivering innovative IT services and solutions to improve how government agencies operate and serve citizens.

What you will do

• Supervise Help Desk Engineers in troubleshooting and resolving technical issues related to new software and hardware for Veteran Affairs.
• Manage the end-to-end ticket lifecycle using ServiceNow to identify recurring issues and improve performance.
• Facilitate user adoption by developing and conducting training sessions and maintaining user manuals.
• Collaborate with project managers, developers, and IT staff to escalate and resolve complex technical issues.
• Ensure continuous system uptime and professional support during designated shifts (7am-4pm EST or 10am-7pm EST).
• Maintain up-to-date documentation on user procedures, FAQs, and known system issues.

Requirements

• Must be based in the United States.
• Bachelor's degree with 5-8 years of professional experience.
• Minimum 2 years of experience supporting a public-facing help desk or equivalent.
• Proficiency in MS Word, Excel, PowerPoint, and ServiceNow.
• Ability to obtain and maintain a Suitability for Public Trust clearance.
• Strong analytical and communication skills to explain technical processes to non-technical users.

Culture & Benefits

• Fully remote, flexible work environment.
• Learning and Development platform including certification preparation content.
• Financial assistance for training, education, and certifications for full-time employees.
• Employee Assistance Program (EAP) and corporate discounts.
• Referral bonus and internal mobility programs.
• Additional perks including pet insurance and standard health benefits.

Hiring process

• Virtual video interview with the hiring manager (camera and valid photo ID required).
• Enhanced Biometrics ID verification screening.
• Comprehensive background check covering criminal history, education, and employment for the past 7 years.