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 looking for an experienced Help Desk Supervisor to lead a team of 15 remote and on‑site Help Desk professionals supporting users across multiple Army Contracting Command (ACC) locations. The ideal candidate is a proactive leader who can manage day‑to‑day IT support operations, ensure outstanding customer service, and drive continuous improvement across a distributed support organization.

This role requires excellent communication skills, strong technical understanding, and the ability to coordinate a dispersed team while maintaining high service‑level performance.

The Help Desk Supervisor directs Tier 1 and Tier 2 desktop support services and will assist with lifecycle management including re‑imaging laptops and desktops to standard baselines as directed by the Regional Network Enterprise Center (RNEC), supporting both NIPR and SIPR networks and standalone systems.

This role will oversee support for mobile devices, printer/scanner support, and updates to asset/configuration management systems. They will also support software patching above baseline requirements and participate in escalated support efforts across teams.

KEY RESPONSIBILITIES

• Team Leadership & Oversight
  Supervise, coach, and mentor a team of 15 geographically dispersed Help Desk staff
  Manage scheduling, ticket assignments, workload balancing, and personnel performance
  Lead regular team meetings, training sessions, and professional development activities
  Foster a culture focused on responsiveness, customer satisfaction, and accountability
• Collaborate with internal and external teams to upscale and resolve complex issues

• Help Desk Operations
  Oversee daily operations of multi‑site help desk support
  Monitor ticket queues, SLAs, and customer satisfaction metrics
  Ensure timely escalation and resolution of technical issues
  Maintain SOPs, knowledge base articles, and support documentation
• Process Improvement & Quality Assurance
  Identify opportunities to improve support processes and reduce incident volume
  Implement ITIL‑aligned best practices in request fulfillment and incident management
  Collaborate with security, systems, and network teams to address recurring issues
  Recommend and support improvements to help desk tools and automation
• Communication & Reporting
  Serve as the primary liaison between the help desk team and IT leadership
  Provide weekly and monthly performance reports, SLA dashboards, and trend analyses
  Communicate outages, service impacts, and recovery updates to stakeholders

BASIC QUALIFICATIONS

• 5+ years of experience 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

• Bachelor’s degree in a related field from an accredited institution
• Experience with one or more:

• Windows 10/11 troubleshooting and support
• Mobile devices (iOS, MiFi)
• Printers, scanners, and peripheral device support
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• Microsoft 365
• ITSM tools (e.g., ServiceNow)

• Strong written and verbal communication skills

Additional Desired Skills:

• ITIL Foundation certification
  Experience supporting federal, DoD, or large enterprise environments
  Understanding of incident trends, metrics analysis, and SLA management
  Experience developing SOPs or knowledge base content

• Experience managing VTC solutions and codecs, and Microsoft Teams Live Events.

CLEARANCE LEVEL

• SECRET Clearance

EDUCATION REQUIRMENTS

• A bachelor’s degree in a related field from an accredited institution.

CERTIFICATION

• IAT Level II required (Security+ preferred)
• Computing Environment Certification (For Example, MD-100 and MD-101 or MD-102) preferred

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• This role will be full-time on‑site at Redstone Arsenal, AL.