Helpdesk Shift Lead - 24/7 Tier 2 Support, CO

Zachary Piper, LLC; Colorado Springs (CO); Sur place; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

PTO

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

401K

Tuition Reimbursement

Sick Leave

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Team supervision

Incident response

Ticketing systems

SOP development

Knowledge management

Active Secret Clearance

Shift scheduling

Description du poste

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.