Help Desk Supervisor

The Help Desk Supervisor will lead day-to-day help desk operations in a 24/7 service environment, combining hands-on technical troubleshooting with frontline leadership of technicians and team leads. This role supports timely, high-quality ticket resolution while maintaining coverage, documentation, and continuous improvement initiatives.

Location and Schedule

Onsite in San Antonio, TX. The role is also listed for Annapolis Junction, MD as an alternative onsite/client location. Shift requirements include weekends and weeknight shifts, with exact hours determined by business needs. The position is mission essential and may require work on holidays when needed.

Compensation

The likely salary range is USD 106,250 - 143,750 per year. This range is provided for informational purposes and is not a guarantee of compensation or salary.

Responsibilities

• Provide accountability for help desk technicians and team lead reports to the help desk manager, and disseminate knowledge to maintain team awareness, skills, access, and customer service standards.
• Apply strong technical knowledge with leadership availability to manage one or more shifts or teams through subordinate team leads to support mission success in a 24/7 environment.
• Monitor incoming ticket volume and identify trends, common issues, and quality gaps; investigate root causes and take corrective actions or route relevant information to appropriate teams.
• Serve as a technical point of contact by performing in-depth troubleshooting to ensure staff readiness, participate in service modernization efforts, and train staff.
• Maintain staffing and coverage through scheduling, shift assignments, interviews, onboarding, training, goal setting, performance reviews, timekeeping approvals, promotions, and offboarding.
• Provide coverage when required staffing levels are not met, including weekends, evenings, holidays, and midnights.
• Mentor team members through career development guidance, skills development and training, and overall direction; identify, address, resolve, and document personnel issues.
• Identify improvement opportunities by researching technical and administrative challenges, developing solutions, presenting findings to management, and implementing solutions when required.
• Collaborate with Tier 2, local support, and other engineering teams to escalate and resolve critical customer issues.
• Update documentation including knowledge articles, org charts, rosters, schedules, seating charts, workday materials, customer feedback, and asset ownership.
• Maintain a professional attitude, communicate effectively, and deliver excellent customer service at all times.
• Perform other assigned projects and duties, including proactive identification and resolution of tasks, emails, projects, and situations.

Required Education and Experience

• Education: Bachelor of Arts or Bachelor of Science
• Experience: 5+ years of related experience

Required Skills and Knowledge

• Windows environment administration experience and strong troubleshooting skills, including Active Directory, Microsoft Office Suite, and identity and access management.
• Knowledge of virtualization and cloud services concepts, networking fundamentals, and Active Directory and Group Policies.
• Understanding of security best practices.
• Experience working with ticketing systems such as ServiceNow and Jira, and exposure to ITIL practices and additional ticketing tools including Remedy and Zendesk.
• Familiarity with data analysis concepts, including use of data and analytics to support strategic decisions and operational improvements.
• Ability to independently research solutions, and present information in a format applicable to relevant stakeholders.
• Strong analytical and problem-solving ability, prioritization skills, and the capacity to manage multiple tasks.
• Excellent communication and customer service orientation, with a collaborative mindset to support technical and non-technical stakeholders.

Tools and Technologies

• Windows, Active Directory, Group Policies, Microsoft Office Suite
• ServiceNow, Jira, Remedy, Zendesk
• ITIL
• Workday

Clearance and Eligibility

• Security clearance: TS/SCI with Poly (Top Secret SCI + Polygraph)
• Citizenship: US citizenship required

Travel

Less than 10% travel required.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay and paid time off
• Growth support via an AI-powered career tool that identifies career steps and learning opportunities
• An internal mobility team focused on helping you achieve your career goals

Certification

• CompTIA Security+ CE (CompTIA)

Identity Verification Process

• Identity verification process that leverages advanced biometrics and artificial intelligence.
• Virtual interviews require you to be on camera.
• The employer reserves the right to take your picture to verify your identity and prevent fraud.
• You authorize the collection, processing, and use of your biometric data for identity verification and security purposes.