Operations Supervisor

NuAxis Innovations; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

NuAxis Innovations is seeking an Operations Supervisor to guide day-to-day Help Desk operations across multiple shifts in a federal IT environment.

Lead a team of Help Desk Leads, align staffing with workload, monitor performance against SLAs, and drive improvements while ensuring service quality.

This full-time role requires strong communication, coaching, and collaboration with the Program Manager to ensure readiness for new customers and services.

Qualifications

• Experience supervising service desk, help desk, or multi-shift operations.
• Ability to coordinate staffing, workloads, escalations, and service performance.
• Experience leading frontline supervisors with coaching and accountability.
• Working knowledge of ticket management, queues, SLAs and escalation processes.
• Strong written and verbal communication, problem-solving and customer service skills.
• ITIL certification preferred.

Responsibilities

• Lead daily service delivery across shifts to promote responsive customer support.
• Supervise Help Desk Leads, set priorities, ensure shift-level accountability.
• Monitor staffing, ticket queues, escalations, backlogs, and SLA performance.
• Resolve cross-shift issues; escalate risks or resource needs to the Program Manager.
• Implement procedures and service improvements with minimal disruption.
• Address recurring quality issues, trends, coaching needs, and skill gaps.
• Coordinate with the Program Manager for readiness of new customers/workloads.
• Provide updates and recommendations on staffing, performance, risks and actions.

Skills

Experience supervising service desk

Coordinate staffing/workloads/escalat

Lead frontline supervisors

Ticket management & SLAs

Communication & problem-solving

Education

ITIL certification

Tools

IT service management tools

Operational reporting

Workforce scheduling

Performance dashboards

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Operations Supervisor for a Full-Time position.

Position Overview

The Operations Supervisor leads day-to-day Help Desk operations across shifts and support teams. This role turns Program Manager priorities into consistent execution by supervising Help Desk Leads, coordinating staffing and workload coverage, monitoring service performance, and resolving operational issues that affect customers or service delivery.

Key Responsibilities

• Lead daily service delivery across assigned shifts and support teams to promote consistent, responsive customer support.
• Supervise and coordinate Help Desk Leads, establish daily priorities, and reinforce clear accountability for shift-level execution.
• Monitor staffing coverage, technician availability, ticket queues, escalations, backlogs, and service-level agreement performance.
• Identify and resolve cross-shift and cross-team operational issues, escalating material risks or resource needs to the Program Manager.
• Implement approved operating procedures, service improvements, and changes while minimizing disruption to current operations.
• address recurring quality issues, performance trends, coaching needs, and technician skill gaps.
• Coordinate with the Program Manager to confirm operational readiness for new bureau customers, services, workflows, and workloads.
• Provide timely operational updates and recommendations to the Program Manager regarding staffing, performance, risks, and corrective actions.

Required Qualifications

• Experience supervising service desk, help desk, customer support, or comparable multi-shift operations.
• Demonstrated ability to coordinate staffing, workloads, escalations, and service performance in a high-volume environment.
• Experience leading frontline supervisors or team leads and providing clear direction, coaching, and follow-through.
• Working knowledge of ticket management, queue monitoring, service-level agreements, standard operating procedures, and escalation processes.
• Strong written and verbal communication, problem-solving, organization, and customer service skills.

Preferred Qualification:

• Experience supporting a federal government customer or a multi-organization shared-services environment.
• Experience with IT service management tools, operational reporting, workforce scheduling, or performance dashboards.
• ITIL or other relevant service management certification.

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

#NAI #DICE