Help Desk Supervisor
No salary listed
Mid
Bachelor's
San Antonio, TX, USA
HybridRemote role requires on-site visits to issue and retrieve Government-Furnished Equipment; 10% travel.
IT OperationsIT Service Desk & End User Support
No H1B Sponsorship
US Citizenship Required
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 to new employees and retrieve it from departing personnel.
- Must pass background and drug screening.
- U.S. citizenship is required, and candidates must pass the CBP Background Investigation.
- Must be available to support rotating shifts for 24x7x365 coverage.
- Must be able to manage multiple tickets, meet service-level commitments, and maintain accurate documentation.
- Must be able to analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
- Must be able to manage incident escalations and critical issues while maintaining clear communication with customers, technical teams, and program leadership.
- 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 be able to work with internal teams and other agencies to resolve cross-functional IT needs.
- Must have interpersonal communication, facilitation, and leadership skills to coordinate teams and communicate with stakeholders.
- Must be able to manage relationships with internal teams, external partners, vendors, and senior leadership.
- Must have written and verbal communication skills for technical documentation and stakeholder coordination.
- Must have communication, leadership, and project management skills.
- Must be able to 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 Service Level Agreements, Key Performance Areas, and performance metrics are achieved or exceeded.
- Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
- Conduct quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to standard operating procedures.
- Ensure compliance with 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 meet service delivery objectives.
- Ensure at least 80% of calls and chats are answered within 60 seconds.
- Ensure at least 90% of email and self-service tickets are processed 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 toward the 80% target.
- Identify and escalate operational events, including volume spikes and increased wait times, according to the Operations Management Standard Operating Procedure.
- Coordinate with Help Desk Specialists on escalation flows 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.
- Monitor and manage escalations from 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, including ensuring personnel complete required training and security requirements and follow equipment accountability processes.
- Make sound independent decisions, exercise critical thinking, and apply problem-solving approaches to support mission objectives and operational success.
- Coordinate onsite Government-Furnished Equipment, including issuing equipment to new hires and recovering it from departing employees.
- Ensure at least one supervisor is on duty for every shift, 24 hours a day, 365 days a year, and at each location.
- Perform other duties as assigned.
Desired Qualifications
- A bachelor's degree in Business Administration, Information Technology, or a related field is preferred.
- HDI Support Center Team Lead 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 tools such as Microsoft Project, ServiceNow, and Amazon Connect is preferred.
About the company
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
N/A
Total Funding
N/A
Headquarters
Anchorage, Alaska
Founded
1974
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Simplify's Take
What believers are saying
- Chenega Naswik won a $6.4 million FBI Academy security contract starting May 2026.
- DHS gave Chenega Naswik a $78.6 million PSO task order in March 2026.
- DARPA extended SecuriGence with a $121.5 million modification in June 2026.
What critics are saying
- Chenega Global Protection faces Kalantari FLSA class action in Colorado since March 25, 2025.
- Chenega Security and Support Solutions filed a WARN notice for 64 Alaska employees in 2026.
- Chenega’s 8(a) edge weakens after July 2030, forcing tougher price competition across contracts.
What makes Chenega unique
- Chenega wins recurring federal security work at FBI, DHS, IRS, and Army sites in 2026.
- SecuriGence broadened Chenega MIOS into cybersecurity, software engineering, and cloud operations after 2024.
- Chenega’s Alaska Native and 8(a) structure supports fast recompetes and sole-source federal access.
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Benefits
- Wellness Program
- Flexible Work Hours
- Professional Development Budget