Help Desk Supervisor

Zachary Piper, LLC; Colorado Springs (CO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

401K

Tuition Reimbursement

Sick Leave

Job summary

Zachary Piper Solutions in Colorado Springs, CO, is seeking a Helpdesk Shift Supervisor to lead a Tier 1/2 team and ensure 24/7 readiness of critical systems. This is an on-site role requiring active Secret clearance.

The supervisor will manage scheduling, escalate incidents, and develop robust SOPs and training materials to improve support operations. The position emphasizes leadership and operational excellence in a federal environment.

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

Team supervision

Incident response

Ticketing systems

SOP development

Knowledge management

Active Secret Clearance

Shift scheduling

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

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