On-Site Help Desk Shift Lead — Tier 2, 24/7 (CO Springs)

Piper Companies; Colorado Springs (CO); Sur place; USD 80 000 - 110 000; Plein temps

Avantages offerts par ce poste

PTO

Paid Holidays

Medical

Dental

Vision

401K

Tuition Reimbursement

Sick Leave as required by law

Résumé du poste

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

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 & supervision

Incident management

Team scheduling

Mentoring & coaching

Technical documentation

Outils

Ticketing systems

Description du poste

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.