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Chenega

Defense, intelligence, and federal staffing services

Help Desk Supervisor

IT Service Desk & End User SupportUpdated on Nov 10
Full-timeOrlando, FL, 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.
  • Experience with ServiceNow, Amazon Connect, and Gemini 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 and the Customs and Border Protection Background Investigation.
  • U.S. citizenship is required.
  • Must be available for rotating shifts and 24x7x365 coverage.
  • Must be able to manage multiple tickets, meet Service Level Agreement commitments, and maintain accurate documentation.
  • Must be able to analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement process improvements.
  • Must be able to manage incident escalations and critical issues while communicating with customers, technical teams, and program leadership.
  • Must be able to participate in operational meetings, readiness reviews, and continuous improvement initiatives.
  • Must be able to mentor, coach, and develop Help Desk personnel through performance feedback, training, and knowledge sharing.
  • Must be able to work with internal teams and other agencies to resolve cross-functional IT needs.
  • Must be able to coordinate teams and communicate with stakeholders; manage relationships with internal teams, external partners, vendors, and senior leadership; and produce technical documentation.
  • 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%.
  • 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 Customs and Border Protection or federal government Help Desk experience is preferred.
  • Expertise with Microsoft Project, ServiceNow, and Amazon Connect is required.

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.
  • 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 escalation flows and warm transfers with Help Desk Specialists.
  • Serve as the on-shift liaison between Help Desk agents and Technology Service Desk leadership.
  • Participate in major incident management and ensure timely escalation to the Enterprise Operations Center.
  • Monitor and manage escalations involving sensitive VIP customers.
  • Support the 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 and apply critical thinking and problem-solving to support mission objectives and operational success.
  • Coordinate onsite Government-Furnished Equipment, including issuing equipment to new hires and recovering equipment from departing 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.
  • Perform other duties as assigned.
  • Drive continuous improvement initiatives that enhance operational efficiency, first-contact resolution, and service quality.

Desired Qualifications

  • A bachelor's degree in Business Administration, Information Technology, or a related field.
  • HDI Support Center Team Lead or similar certification.
  • ITIL Foundation certification.
  • Experience with AI tools.
  • Prior Customs and Border Protection or federal government Help Desk experience.

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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