Federal IT Help Desk Operations Lead (Multi-Shift)

International Executive Service Corps; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

NuAxis is a federal IT company focused on making CX central to government solutions. We seek an Operations Supervisor to lead day-to-day Help Desk operations across shifts, supervise Leads, coordinate staffing, and ensure service performance aligns with program priorities.

The role requires strong coordination, coaching, and operational oversight in a high-volume environment, with focus on process improvements and customer satisfaction. Equal Opportunity Employer.

Qualifications

• Experience supervising service desk, help desk, or multi-shift operations.
• Ability to coordinate staffing, workloads, escalations, and service performance in a high-volume environment.
• Experience leading frontline supervisors or team leads with clear direction and coaching.
• Working knowledge of ticket management, queue monitoring, SLAs, SOPs, and escalation processes.
• Strong written and verbal communication, problem-solving, organization, and customer service skills.

Responsibilities

• Lead daily service delivery across shifts and support teams to promote consistent, responsive customer support.
• Supervise and coordinate Help Desk Leads, establish daily priorities, and reinforce accountability for shift execution.
• Monitor staffing coverage, technician availability, ticket queues, escalations, backlogs, and SLA performance.
• Identify and resolve cross-shift and cross-team operational issues, escalating risks or resource needs to the Program Manager.
• Implement approved operating procedures, service improvements, and changes while minimizing disruption to operations.
• Address recurring quality issues, performance trends, coaching needs, and technician skill gaps.
• Coordinate with the Program Manager to confirm operational readiness for new bureau customers, services, workflows, and workloads.
• Provide timely operational updates and recommendations to the Program Manager regarding staffing, performance, risks, and corrective actions.

Skills

Multi-shift supervision

Staffing coordination

Escalation management

Customer service

SOPs & SLAs

Education

ITIL certification

Tools

Ticket management systems

Operational dashboards

Workforce scheduling tools

ITSM tools

Job description

NuAxis is a federal IT company focused on making CX central to government solutions. We seek an Operations Supervisor to lead day-to-day Help Desk operations across shifts, supervise Leads, coordinate staffing, and ensure service performance aligns with program priorities.

The role requires strong coordination, coaching, and operational oversight in a high-volume environment, with focus on process improvements and customer satisfaction. Equal Opportunity Employer.