Help Desk Supervisor

Piper Companies; Colorado Springs (CO); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

PTO

Paid Holidays

Medical

Dental

Vision

401K

Tuition Reimbursement

Sick Leave as required by law

Job summary

Zachary Piper Solutions is seeking a Helpdesk Shift Supervisor to support a federal program. This position is fully on-site in Colorado Springs, CO.

The supervisor will lead a team of support specialists, provide Tier 2 technical support, and ensure 24/7 readiness of critical systems. Responsibilities include supervising Tier 1 staff, delivering Tier 2 incident resolution, managing schedules for 24x7 coverage, and developing SOPs and training materials to improve performance.

Qualifications

• 7+ years of experience in Help Desk, Service Desk, IT Support, Call Center Operations, or customer support environments.
• Experience supporting enterprise hardware, software, network troubleshooting, ticket management systems, and incident response processes.
• Strong leadership, team supervision, mentoring, coaching, escalation management, and operational planning skills.
• Experience creating technical documentation, SOPs, knowledge base articles, and training materials.
• Ability to work rotating schedules including 1st, 2nd, 3rd, and Panama shifts based on operational requirements.
• Active Secret Clearance required

Responsibilities

• Lead and supervise Tier 1 Support Specialists, serving as the primary escalation point for technical and operational issues
• Provide Tier 2 support for hardware, software, network, and application-related incidents while ensuring timely resolution through ticketing systems
• Manage team scheduling, resource allocation, workload distribution, and 24x7 operational coverage
• Develop and maintain SOPs, knowledge base articles, training materials, and technical documentation to improve support efficiency
• Monitor operational performance, conduct coaching and mentorship activities, and drive continuous process improvement through innovation and optimization initiatives

Skills

Leadership & supervision

Incident management

Team scheduling

Mentoring & coaching

Technical documentation

Tools

Ticketing systems

Job description

Zachary Piper Solutions is seeking a Helpdesk Shift Supervisor to support a federal program. This position is fully on-site in Colorado Springs, CO. The Helpdesk Shift Supervisor will lead a team of support specialists while providing Tier 2 technical support and ensuring 24/7 operational readiness of critical systems.

Responsibilities for the Helpdesk Shift Supervisor include:

• Lead and supervise Tier 1 Support Specialists, serving as the primary escalation point for technical and operational issues
• Provide Tier 2 support for hardware, software, network, and application-related incidents while ensuring timely resolution through ticketing systems
• Manage team scheduling, resource allocation, workload distribution, and 24x7 operational coverage
• Develop and maintain SOPs, knowledge base articles, training materials, and technical documentation to improve support efficiency
• Monitor operational performance, conduct coaching and mentorship activities, and drive continuous process improvement through innovation and optimization initiatives

Required Qualifications for the Helpdesk Shift Supervisor include:

• 7+ years of experience in Help Desk, Service Desk, IT Support, Call Center Operations, or customer support environments
• Experience supporting enterprise hardware, software, network troubleshooting, ticket management systems, and incident response processes
• Strong leadership, team supervision, mentoring, coaching, escalation management, and operational planning skills
• Experience creating technical documentation, SOPs, knowledge base articles, and training materials
• Ability to work rotating schedules including 1st, 2nd, 3rd, and Panama shifts based on operational requirements
• Active Secret Clearance required

Compensation for the Helpdesk Shift Supervisor includes:

• Salary Range: Competitive salary depending on experience
• Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick Leave as required by law

This job was posted on November 11, 2026 and will be open for 30 days.

#LI-KH1 #LI-ONSITE

SEO Keywords

Helpdesk Shift Supervisor, IT Support Supervisor, Service Desk Supervisor, Tier 2 Support, Help Desk Manager, Technical Support Lead, Service Desk Lead, Operations Support Center, Incident Management, IT Operations, Network Support, Hardware Support, Software Support, Enterprise Support, Ticket Management, Escalation Management, Shift Supervisor, NOC Support, Technical Operations, IT Infrastructure Support, Knowledge Management, SOP Development, Team Leadership, Operations Management, Colorado Springs Jobs, Secret Clearance Jobs, Defense Technology Support, Mission Critical Systems, Homeland Security Support, Customer Support Leadership, 24x7 Operations, Panama Shift, IT Service Management, Technical Documentation, Mentorship, Workforce Scheduling, Enterprise Help Desk, IT Operations Supervisor, Service Delivery Support