Technical Support Supervisor

The IT Technical Support Supervisor will lead day-to-day operational support for the Tlingit Haida Tribal Business Corporation (THTBC) Technical Support Center, with direct oversight of Technical Support Analysts who support THTBC and its subsidiaries. In this role, you serve as the primary operational escalation point for service desk issues and customer-impacting incidents, while helping maintain consistent, secure support across enterprise environments.

Based in Honolulu, HI (hybrid), this Exempt position is paired with a Secret clearance level and a salary range of USD 110,000 - 128,000 per year. The role supports a multi-user, multi-site support model and participates in a 24x7 on-call escalation process for critical needs.

Core responsibilities

• Supervise daily operations of the THTBC Technical Support Center and provide operational leadership to IT Technical Support Analysts supporting THTBC and its subsidiaries.
• Act as the primary operational escalation point for service desk issues, customer-impacting incidents, analyst concerns, priority conflicts, and situations requiring supervisory judgment or coordination.
• Maintain accountability for staffing coverage, shift coordination, workload balancing, queue management, and continuity of Technical Support Center operations.
• Participate in and support a 24x7 on-call escalation model, remaining reachable outside normal business hours for critical incidents, major outages, cybersecurity events, executive-impacting issues, and other urgent needs.
• Coordinate after-hours response by engaging the appropriate Technical Support, Systems Engineering, Cybersecurity, networking, application, vendor, or leadership resources based on severity and business impact.
• Monitor ticket queues throughout the workday to ensure incidents, service requests, tasks, and escalations are categorized, prioritized, assigned, updated, resolved, and closed in line with established service-management practices.
• Review aged, stalled, high-priority, and reopened tickets to identify resolution barriers, assign corrective actions, and escalate unresolved dependencies as needed.
• Set and reinforce expectations for ticket ownership, communication frequency, technical documentation, customer updates, escalation timing, and resolution quality.
• Ensure ticket notes are complete and auditable, including user impact, troubleshooting performed, actions taken, resolution details, escalation paths, and required follow-up.
• Coach, mentor, and develop Technical Support Analysts through feedback, technical guidance, one-on-ones, skills development, and performance improvement activities.
• Support IT leadership with employee performance management, staffing recommendations, interviewing, onboarding, training plans, attendance concerns, and identifying resource gaps.
• Promote a Technical Support Center culture centered on professionalism, ownership, responsiveness, accountability, teamwork, technical accuracy, security, and positive end-user experience.
• Provide hands-on Tier 2 and advanced technical support when appropriate for complex endpoint, application, account, connectivity, collaboration, peripheral, mobile, and remote-access scenarios.
• Guide analysts through structured troubleshooting and escalation practices, encouraging knowledge transfer instead of routinely taking ownership of escalated work.
• Monitor and report service desk performance indicators including response time, resolution time, backlog aging, first-contact resolution, reopen rate, SLA attainment, escalation volume, recurring trends, call volume, abandonment rate, and customer satisfaction.
• Prepare operational reports, dashboards, trend summaries, and staffing observations with recommendations for IT leadership on support center performance and improvement opportunities.
• Identify recurring incidents and service patterns, coordinate root-cause analysis, and help drive permanent corrective actions across documentation, automation, training, or infrastructure improvements.
• Develop, maintain, approve, and enforce Standard Operating Procedures (SOPs) for recurring support processes including onboarding, transfers, offboarding, account support, hardware deployment, and device lifecycle activities.
• Maintain and continuously improve the service desk knowledge base, troubleshooting guides, FAQs, quick-reference materials, escalation matrices, and internal technical documentation.
• Ensure analysts follow identity-verification procedures, least-privilege principles, access-control requirements, separation-of-duties expectations, and secure handling practices.
• Oversee support for Microsoft 365 Commercial end users across Outlook, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Microsoft 365 Apps, and related collaboration capabilities.
• Oversee support for Microsoft Entra ID and Active Directory user accounts, including groups, password resets, authentication, MFA, account lockouts, SSO, and access issues.
• Oversee support for Windows endpoints and enterprise peripherals including docking stations, monitors, printers, scanners, webcams, headsets, and mobile devices.
• Ensure approved remote-support and endpoint-management tools are used for diagnosis, configuration, updates, inventory, and support in accordance with organizational security requirements.
• Coordinate endpoint enrollment, configuration, compliance, application deployment, and device-management activities using Microsoft Intune or other approved platforms.
• Coordinate with Cybersecurity and Systems Engineering on endpoint security controls including antivirus/anti-malware, EDR, disk encryption, device compliance, patching, vulnerability remediation, and secure endpoint configuration.
• Ensure suspected cybersecurity incidents are immediately escalated in line with the Incident Response Plan and established procedures.
• Support NIST SP 800-171 and CMMC responsibilities by reinforcing practices related to access control, authentication, media protection, incident reporting, system integrity, auditability, and secure handling of FCI and CUI.
• Oversee support activities involving GCC High, virtual desktop, remote desktop, VPN, secure applications, and other protected environments while ensuring approved provisioning and troubleshooting procedures are followed.
• Coordinate onboarding and offboarding to ensure accounts, devices, approved software, licensing, access requests, peripherals, and asset records are delivered accurately and in accordance with approved procedures.
• Maintain oversight of IT asset and assignment records for end-user technology assets within assigned systems of record, including hardware staging, imaging, configuration, deployment, replacement, and secure disposal.
• Monitor spare equipment and service desk inventory levels and coordinate replenishment to support continuity.
• Coordinate end-user guidance and training related to approved technology, Microsoft 365 capabilities, security requirements, collaboration tools, remote-work practices, and self-service solutions.
• Review and approve user-facing support communications related to outages, maintenance, service degradation, planned changes, rollouts, security events, and known issues when assigned.
• Support change-management activities by coordinating Technical Support readiness, user-impact testing, support documentation, communications, staffing considerations, and post-implementation validation.
• Participate in major incident management, problem management, post-incident reviews, and corrective-action tracking, ensuring service desk observations and lessons learned are documented and acted upon.
• Identify opportunities to standardize, automate, or simplify Technical Support Center processes, including using PowerShell, Microsoft Power Automate, endpoint-management tools, ticketing workflows, templates, and AI-assisted capabilities.
• Ensure approved enterprise AI tools are used responsibly for knowledge creation, ticket summarization, troubleshooting research, documentation, reporting, and efficiency, without exposing sensitive information to unauthorized AI services.
• Coordinate Technical Support participation in audits and compliance assessments, including evidence collection and documentation reviews related to service desk and endpoint support.
• Ensure escalation contacts, after-hours call trees, vendor support contacts, and major incident communication procedures are current, tested, and available.
• Perform other supervisory, technical support, service desk, endpoint, documentation, training, cybersecurity-support, and IT operational duties as assigned to meet organizational objectives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Business Administration, or a related field; an equivalent combination of education, training, certifications, and relevant experience may be considered.
• Minimum of 7 years of progressively responsible experience in IT technical support, service desk, desktop support, endpoint support, systems support, or a closely related discipline.
• Minimum of 3 years of experience in a formal supervisory, team-lead, service-desk lead, or comparable role with responsibility for staff coordination, coaching, performance feedback, scheduling, workload management, and escalation oversight.
• Demonstrated ability to supervise or coordinate day-to-day service desk operations in a multi-user, multi-site, remote, hybrid, or geographically distributed environment.
• Demonstrated ability to manage ticket queues, prioritize work based on urgency and business impact, coordinate escalations, and maintain service levels in a fast-paced support environment.
• Demonstrated ability to coach and develop technical staff, provide constructive performance feedback, address performance or conduct concerns, and build a culture of accountability and customer service.
• Strong troubleshooting background supporting Microsoft Windows 10/11 endpoints, Microsoft 365 applications and services, laptops, desktops, printers, peripherals, mobile devices, and remote users.
• Experience supporting Microsoft 365 Commercial and/or Microsoft 365 GCC High, including Outlook, Teams, OneDrive, SharePoint Online, Exchange Online, and Microsoft 365 Apps.
• Experience supporting Microsoft Active Directory and Microsoft Entra ID user accounts, groups, password resets, authentication, MFA, access, and identity troubleshooting.
• Experience with endpoint-management or remote-support platforms such as Microsoft Intune, Microsoft Configuration Manager, Remote Help, or comparable enterprise technologies.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching concepts, and basic network troubleshooting as they relate to end-user support.
• Working knowledge of endpoint security including antivirus/anti-malware, EDR, disk encryption, software deployment, patching, vulnerability remediation, and secure endpoint configuration.
• Experience working in an IT Service Management (ITSM) or ticketing platform with practical knowledge of incident, service request, problem, major incident, escalation, prioritization, SLA, change, and knowledge-management practices.
• Experience developing or managing service desk metrics, reports, dashboards, SOPs, knowledge articles, escalation procedures, and support standards.
• Strong written and verbal communication skills for technical staff, nontechnical employees, executives, vendors, and geographically dispersed users.
• Strong analytical, organizational, leadership, prioritization, documentation, conflict-resolution, troubleshooting, and problem-solving skills, with ability to manage multiple priorities under pressure.
• Ability to coordinate with Systems Engineering, Cybersecurity, networking, application teams, vendors, managed service providers, and IT leadership during incidents and operational escalations.
• Working knowledge of cybersecurity fundamentals including least privilege, MFA, phishing awareness, secure data handling, account security, incident reporting, endpoint protection, and access-control practices.
• Familiarity with NIST SP 800-171, CMMC, FCI, and CUI requirements as they relate to end-user support is strongly preferred and may be required based on responsibilities.
• Ability to participate in a 24x7 on-call escalation model and respond outside normal business hours, including nights, weekends, and holidays.
• Must be able to complete applicable employment screening, background investigation, and security requirements associated with federal contracts.
• Must be legally authorized to work in the United States.
• Must possess an active U.S. Government security clearance or be able to obtain a clearance at the required level for assigned contracts and responsibilities, and maintain it throughout employment.

Benefits

• Medical, Dental, and Vision coverage
• TRICARE Supplemental
• Critical Illness insurance
• Company-Paid Life and Short-Term Disability insurance
• Optional Long-Term Disability
• Paid Leave
• 401(k) Retirement Plan
• Identity Theft Protection
• Employee Discounts
• Wellness Seminars

Work location and employment details

• Location: Honolulu, HI (hybrid)
• Work arrangement: Remote or hybrid if near CO/VA offices
• Labor category: Exempt
• Clearance level: Secret
• Travel: N/A
• Pay rate: $110,000- $128,000
• Physical demands & work environment: Ability to work in office or remote environments with prolonged computer use; ability to travel domestically up to 20% as business needs require; ability to lift, move, stage, and install computer equipment weighing up to 35 pounds occasionally.