GovCIO

5 days ago

Service Desk Supervisor (Remote)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Lead and develop a Tier I–III help desk team supporting Veterans and VA providers, driving operational excellence and SLA compliance. Oversee day-to-day incident, request, and problem monitoring; coach agents using real-time observation; and improve knowledge base content and training for video telehealth mobile applications. Manage staffing schedules, track performance metrics (ASA/ABA/CSAT), lead quality reviews, and serve as an escalation point in a remote-first environment within the U.S.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and develop a Tier I–III help desk team through coaching, mentoring, and performance reviews.
•Oversee day-to-day help desk operations by monitoring incidents, alerts, requests, and problems to ensure timely resolution and quality.
•Manage schedules to align staffing with service level objectives and coverage needs.
•Monitor agent activity and system dashboards to ensure compliance with metrics (ASA, ABA, CSAT), and update knowledge bases and training plans.
•Serve as an escalation point and collaborate on escalation procedures and documentation while tracking and reporting team performance metrics.

Travel: Medium travel

Pay and Benefits

Salary: USD 75,520 annually

Key Requirements

•Bachelor’s degree in computer science, information technology, engineering, or equivalent work experience.
•4–8 years of technical service desk experience supporting hardware, software, and networking components.
•Prior supervisory experience in a customer support or help desk environment.
•Ability to convey technical concepts to non-technical users and provide strong customer focus.
•Familiarity with mobile device support, including iOS, Android, tablets, and 4G connectivity.

Experience:4-8 yearsService deskHelp deskTelehealthPublic sector

Education:Bachelor's

Skills:CoachingMentoringCommunicationConflict resolutionDe-escalation

Licenses:REAL ID-compliant driver’s licenseU.S. passport

Tech Stack:ServiceNowNICE InContactMicrosoft OfficeExcelPowerPointWordIOSAndroidTablets4G

Eligibility

Nationality:US National

Security Clearance:Public Trust

Company Brief

GovCIO

Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn

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GovCIO

5 days ago

Service Desk Supervisor (Remote)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and develop a Tier I–III help desk team through coaching, mentoring, and performance reviews.
•Oversee day-to-day help desk operations by monitoring incidents, alerts, requests, and problems to ensure timely resolution and quality.
•Manage schedules to align staffing with service level objectives and coverage needs.
•Monitor agent activity and system dashboards to ensure compliance with metrics (ASA, ABA, CSAT), and update knowledge bases and training plans.
•Serve as an escalation point and collaborate on escalation procedures and documentation while tracking and reporting team performance metrics.

Travel: Medium travel

Pay and Benefits

Salary: USD 75,520 annually

Key Requirements

•Bachelor’s degree in computer science, information technology, engineering, or equivalent work experience.
•4–8 years of technical service desk experience supporting hardware, software, and networking components.
•Prior supervisory experience in a customer support or help desk environment.
•Ability to convey technical concepts to non-technical users and provide strong customer focus.
•Familiarity with mobile device support, including iOS, Android, tablets, and 4G connectivity.

Experience:4-8 yearsService deskHelp deskTelehealthPublic sector

Education:Bachelor's

Skills:CoachingMentoringCommunicationConflict resolutionDe-escalation

Licenses:REAL ID-compliant driver’s licenseU.S. passport

Tech Stack:ServiceNowNICE InContactMicrosoft OfficeExcelPowerPointWordIOSAndroidTablets4G

Eligibility

Nationality:US National

Security Clearance:Public Trust

Company Brief

GovCIO

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn