Operations Supervisor

International Executive Service Corps; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

NuAxis is a federal IT company focused on making CX central to government solutions. We seek an Operations Supervisor to lead day-to-day Help Desk operations across shifts, supervise Leads, coordinate staffing, and ensure service performance aligns with program priorities.

The role requires strong coordination, coaching, and operational oversight in a high-volume environment, with focus on process improvements and customer satisfaction. Equal Opportunity Employer.

Qualifications

• Experience supervising service desk, help desk, or multi-shift operations.
• Ability to coordinate staffing, workloads, escalations, and service performance in a high-volume environment.
• Experience leading frontline supervisors or team leads with clear direction and coaching.
• Working knowledge of ticket management, queue monitoring, SLAs, SOPs, and escalation processes.
• Strong written and verbal communication, problem-solving, organization, and customer service skills.

Responsibilities

• Lead daily service delivery across shifts and support teams to promote consistent, responsive customer support.
• Supervise and coordinate Help Desk Leads, establish daily priorities, and reinforce accountability for shift execution.
• Monitor staffing coverage, technician availability, ticket queues, escalations, backlogs, and SLA performance.
• Identify and resolve cross-shift and cross-team operational issues, escalating risks or resource needs to the Program Manager.
• Implement approved operating procedures, service improvements, and changes while minimizing disruption to 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.

Skills

Multi-shift supervision

Staffing coordination

Escalation management

Customer service

SOPs & SLAs

Education

ITIL certification

Tools

Ticket management systems

Operational dashboards

Workforce scheduling tools

ITSM tools

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 We are currently seeking a talented and motivated Operations Supervisor f 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.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation.

about our Benefits and Culture!

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