Help Desk Supervisor

ASRC Federal Technology Solutions is looking for an experienced Help Desk Supervisor to lead a team of 15 remote and on‑site Help Desk professionals supporting users across multiple Army Contracting Command (ACC) locations. The ideal candidate is a proactive leader who can manage day‑to‑day IT support operations, ensure outstanding customer service, and drive continuous improvement across a distributed support organization.

This role requires excellent communication skills, strong technical understanding, and the ability to coordinate a dispersed team while maintaining high service‑level performance.

The Help Desk Supervisor directs Tier 1 and Tier 2 desktop support services and will assist with lifecycle management including re-imaging laptops and desktops to standard baselines as directed by the Regional Network Enterprise Center (RNEC), supporting both NIPR and SIPR networks and standalone systems.

This role will oversee support for mobile devices, printer/scanner support, and updates to asset/configuration management systems. They will also support software patching above baseline requirements and participate in escalated support efforts across teams.

KEY RESPONSIBILITIES

• Team Leadership & Oversight
  • Supervise, coach, and mentor a team of 15 geographically dispersed Help Desk staff
  • Manage scheduling, ticket assignments, workload balancing, and personnel performance
  • Lead regular team meetings, training sessions, and professional development activities
  • Foster a culture focused on responsiveness, customer satisfaction, and accountability
• Collaborate with internal and external teams to escalate and resolve complex issues

• Help Desk Operations
  • Oversee daily operations of multi‑site help desk support
  • Monitor ticket queues, SLAs, and customer satisfaction metrics
  • Ensure timely escalation and resolution of technical issues
  • Maintain SOPs, knowledge base articles, and support documentation
• Process Improvement & Quality Assurance
  • Identify opportunities to improve support processes and reduce incident volume
  • Implement ITIL‑aligned best practices in request fulfillment and incident management
  • Collaborate with security, systems, and network teams to address recurring issues
  • Recommend and support improvements to help desk tools and automation
• Communication & Reporting
  • Serve as the primary liaison between the help desk team and IT leadership
  • Provide weekly and monthly performance reports, SLA dashboards, and trend analyses
  • Communicate outages, service impacts, and recovery updates to stakeholders 

BASIC QUALIFICATIONS

• 5+ years of experience in help desk, IT support, or service management roles
  • Proven leadership or supervisory experience, preferably managing remote teams
  • Strong communication, organizational, and customer service skills
  • Experience with ITSM ticketing systems (ServiceNow, Remedy, Jira Service Management, etc.)
  • Ability to troubleshoot basic hardware, software, and network issues

• Bachelor’s degree in a related field from an accredited institution
• Experience with one or more:

• Windows 10/11 troubleshooting and support
• Mobile devices (iOS, MiFi)
• Printers, scanners, and peripheral device support
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• Microsoft 365
• ITSM tools (e.g., ServiceNow)

• Strong written and verbal communication skills

Additional Desired Skills:

• • ITIL Foundation certification
  • Experience supporting federal, DoD, or large enterprise environments
  • Understanding of incident trends, metrics analysis, and SLA management
  • Experience developing SOPs or knowledge base content

• Experience managing VTC solutions and codecs, and Microsoft Teams Live Events.

CLEARANCE LEVEL

• SECRET Clearance

EDUCATION REQUIRMENTS

• A bachelor’s degree in a related field from an accredited institution.

CERTIFICATION

• IAT Level II required (Security+ preferred)
• Computing Environment Certification (For Example, MD-100 and MD-101 or MD-102) preferred 

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• This role will be full-time on-site at Redstone Arsenal, AL.