Help Desk Supervisor

Responsibilities: for the Helpdesk Shift Supervisor include: Lead and supervise Tier 1 Support Specialists, serving as the primary escalation point for technical and operational issues Provide Tier 2 support for hardware, software, network, and application-related incidents while ensuring timely resolution through ticketing systems Manage team scheduling, resource allocation, workload distribution, and 24x7 operational coverage Develop and maintain SOPs, knowledge base articles, training materials, and technical documentation to improve support efficiency Monitor operational performance, conduct coaching and mentorship activities, and drive continuous process improvement through innovation and optimization initiatives Required Qualifications for the Helpdesk Shift Supervisor include: 7+ years of experience in Help Desk, Service Desk, IT Support, Call Center Operations, or customer support environments Experience supporting enterprise hardware, software, network troubleshooting, ticket management systems, and incident response processes Strong leadership, team supervision, mentoring, coaching, escalation management, and operational planning skills Experience creating technical documentation, SOPs, knowledge base articles, and training materials Ability to work rotating schedules including 1st, 2nd, 3rd, and Panama shifts based on operational requirements Active Secret Clearance required Qualifications: for the Helpdesk Shift Supervisor include: 7+ years of experience in Help Desk, Service Desk, IT Support, Call Center Operations, or customer support environments Experience supporting enterprise hardware, software, network troubleshooting, ticket management systems, and incident response processes Strong leadership, team supervision, mentoring, coaching, escalation management, and operational planning skills Experience creating technical documentation, SOPs, knowledge base articles, and training materials Ability to work rotating schedules including 1st, 2nd, 3rd, and Panama shifts based on operational requirements Active Secret Clearance required