Distributed IT Help Desk Supervisor

Colonial Group; Huntsville (AL); On-site; USD 85,000 - 120,000; Full time

Job summary

ASRC Federal Technology Solutions is seeking an experienced Help Desk Supervisor to lead a team of 15 remote and on-site professionals supporting Army Contracting Command locations. The role emphasizes proactive leadership, customer service excellence, and continuous improvement across a distributed support organization.

The ideal candidate will have 5+ years in IT support or service management, with strong ITIL/ITSM knowledge, and experience managing distributed teams.

Qualifications

• 5+ years 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.

Responsibilities

• Lead and mentor a team of 15 geographically dispersed Help Desk staff.
• Oversee daily operations of multi-site help desk support and monitor SLAs.
• Maintain SOPs, knowledge base articles, and support documentation.
• Collaborate with security, systems, and network teams to address recurring issues.
• Provide weekly and monthly performance reports and trend analyses.

Skills

Leadership

Remote/Distributed teams

ITIL/ITSM

Communication

Troubleshooting

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Jira Service Management

Job description

ASRC Federal Technology Solutions is seeking an experienced Help Desk Supervisor to lead a team of 15 remote and on-site professionals supporting Army Contracting Command locations. The role emphasizes proactive leadership, customer service excellence, and continuous improvement across a distributed support organization.

The ideal candidate will have 5+ years in IT support or service management, with strong ITIL/ITSM knowledge, and experience managing distributed teams.