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Chenega

Defense, intelligence, and federal staffing services

Help Desk Supervisor

IT Service Desk & End User SupportUpdated on Nov 10
Full-timeSan Antonio, TX, USANo salary listed

About the Job

Requirements

  • A high school diploma or GED equivalent is required.
  • At least 3 years of IT help desk or service desk experience is required.
  • At least 1 year of supervisory or team lead experience in a contact center environment is required.
  • Experience with ServiceNow is required.
  • Experience with Amazon Connect is required.
  • Experience with Gemini, an AI platform, is required.
  • Must be able to report onsite as required to issue Government-Furnished Equipment (GFE) to new employees and retrieve it from terminated or departing personnel.
  • Must successfully pass background and drug screening.
  • U.S. citizenship is required, and candidates must be able to pass a CBP Background Investigation.
  • Must be available to support rotating shifts for 24x7x365 coverage.
  • Must be able to manage multiple tickets, meet Service Level Agreement (SLA) commitments, and maintain accurate documentation.
  • Must analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
  • Must manage incident escalations and critical issues while maintaining clear communication with customers, technical teams, and program leadership.
  • Must participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
  • Must mentor, coach, and develop Help Desk personnel through performance feedback, training, and knowledge-sharing initiatives.
  • Must drive continuous improvement initiatives that enhance operational efficiency, first-contact resolution, and overall service quality.
  • Must work with internal teams and other agencies to resolve cross-functional IT needs.
  • Must demonstrate the ability to coordinate teams and communicate with stakeholders through interpersonal communication, facilitation, and leadership skills.
  • Must manage relationships with internal teams, external partners, vendors, and senior leadership.
  • Must have strong written and verbal communication skills for technical documentation and stakeholder coordination.
  • Must have communication, leadership, and project management skills.
  • Must work effectively in cross-functional teams and under senior analyst guidance.
  • Must meet minimum clearance requirements.
  • Must be able to work nights, weekends, and holidays as required.
  • Must be able to travel 10%.

Responsibilities

  • Provide real-time supervisory oversight of Help Desk Tier I, II, and ACE agents during assigned shifts.
  • Monitor team performance to ensure all Service Level Agreements (SLAs), Key Performance Areas (KPAs), and performance metrics are consistently achieved or exceeded.
  • Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
  • Conduct regular quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to standard operating procedures.
  • Ensure compliance with all contractual deliverables, reporting requirements, and government-directed processes.
  • Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
  • Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met.
  • Ensure at least 80% of calls and chats are answered within 60 seconds, meeting the Service Level AQL.
  • Ensure at least 90% of email and self-service ticket processing is completed within 12 hours.
  • Monitor ASD ticket processing to ensure at least 90% are resolved or escalated within 4 hours.
  • Monitor and drive First Contact Resolution (FCR) toward the 80% target.
  • Identify and escalate operational events, including volume spikes and increased wait times, according to the Operations Management SOP.
  • Coordinate with Help Desk Specialists on escalation flow and warm transfers.
  • Serve as the on-shift liaison between Help Desk agents and TSD leadership.
  • Participate in major incident management and ensure timely escalation to the Enterprise Operations Center (EOC).
  • Monitor and manage escalations involving sensitive VIP customers.
  • Support development and deployment of alert messages for outages and known issues.
  • Provide real-time coaching and guidance to agents on call handling, troubleshooting, and documentation.
  • Support onboarding and offboarding, ensuring personnel complete required training and security requirements and follow equipment accountability processes.
  • Make independent decisions, exercise critical thinking, and apply problem-solving approaches to support mission objectives and operational success.
  • Coordinate onsite handling of Government-Furnished Equipment (GFE), including issuing equipment to new hires and recovering it from separating employees.
  • Ensure at least one supervisor is on duty for every shift, 24 hours a day, 7 days a week, 365 days a year, and at each location.

Desired Qualifications

  • A bachelor's degree in Business Administration, Information Technology, or a related field is preferred.
  • HDI Support Center Team Lead certification or similar certification is preferred.
  • ITIL Foundation certification is preferred.
  • Experience with AI tools is preferred.
  • Prior CBP or federal government Help Desk experience is preferred.
  • Expertise with Microsoft Project, ServiceNow, and Amazon Connect is desired.

About the Company

Chenega

Defense, intelligence, and federal staffing services

Chenega is a government services contractor that supplies staffing and support services for defense, intelligence, and federal civilian customers, plus commercial clients. It operates across the United States, its territories, and several countries, tapping wide opportunities in government contracting. Its offerings center on staffing and mission support through various contracts, delivering qualified personnel and services to meet client needs. Unlike many industry players, Chenega is rooted in an Alaska Native village corporation, which shapes its ownership and community-focused approach while competing in a broad national market. The company’s goal is to help government and commercial customers execute their missions by providing reliable, professional personnel and services under contract.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Anchorage, AK
Founded
1974

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