Help Desk Supervisor
Manager
Active Directory
Atlassian Jira
Azure Ad / Entra Id
Cloud
Cloud Platforms
Customer Service
Customer Support
Device Management
End User Support
Endpoint Management
Help Desk Support
Identity and Access Management
Incident Management
Information Technology (IT)
IT Management
IT Operations
It Service Management
IT Services
ITSM
Jira Service Management
Microsoft 365
Microsoft Entra Id
Microsoft Intune
Mobile Device Management
Remote Support
Service Desk Tool
Service Management
ServiceNow
Servicenow
Technical Support
Windows
Windows 11
Windows Support
Job Description
Support ASRC Federal Technology Solutions by leading multi-site help desk operations and driving reliable Tier 1 and Tier 2 desktop support.
Responsibilities
- Supervise, coach, and mentor a team of 15 geographically dispersed help desk professionals
- Manage scheduling, ticket assignments, workload balancing, and personnel performance
- Run regular team meetings, training sessions, and professional development activities
- Maintain a culture centered on responsiveness, customer satisfaction, and accountability
- Oversee daily operations of multi-site help desk support across multiple Army Contracting Command (ACC) locations
- Direct Tier 1 and Tier 2 desktop support operations, including:
- Lifecycle management
- Mobile and printer support
- Patching
- Service management performance
- Monitor ticket queues, SLAs, and customer satisfaction metrics
- Ensure timely escalation and resolution of technical issues
- Maintain SOPs, knowledge base articles, and support documentation
- Identify opportunities to improve support processes and reduce incident volume
- Implement ITIL-aligned best practices for 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
- 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
Requirements
- 5+ years of experience in help desk, IT support, or service management roles
- Proven leadership or supervisory experience, ideally managing remote teams
- Strong communication, organizational, and customer service skills
- Experience using ITSM ticketing systems such as ServiceNow, Remedy, or Jira Service Management
- Ability to troubleshoot basic hardware, software, and network issues
- Bachelor’s degree in a related field from an accredited institution
Technologies
- ServiceNow
- Remedy
- Jira Service Management
- Windows 10/11
- iOS
- MiFi
- Microsoft Entra ID (Azure AD)
- Microsoft Intune
- Microsoft 365
- ITSM tools (e.g., ServiceNow)
- ITIL
Benefits
- Health care
- Dental
- Vision
- Life insurance
- 401(k)
- Education assistance
- Paid time off including PTO
- Holidays
- Any other paid leave required by law
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
- Experience with Microsoft Teams Live Events
Clearance
- SECRET Clearance
Certification
- IAT Level II required (Security+ preferred)
- Computing Environment Certification (example: MD-100 and MD-101 or MD-102) preferred
Work Environment
- Full-time on-site role at Redstone Arsenal, AL
Location: Huntsville, AL (onsite)
Minimum Experience: 5 years
Education: Bachelor’s degree in a related field from an accredited institution
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