Remote Help Desk Supervisor - 24/7 Govt IT Support

Chenega MIOS SBU; Ashburn (VA); On-site; USD 41,000 - 48,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Supervisor in Ashburn, VA (Remote) to provide real-time supervision of Helpdesk Tier I, II, and ACE agents across shifts. You will monitor SLAs, QA, coaching, and compliance with government processes while coordinating with TSD leadership and other teams for incident management.

The role requires 3+ years in IT help desk, 1+ year in a supervisory role, and readiness for 24x7 coverage, with U.S. citizenship and BI clearance considerations.

Qualifications

• High school diploma or GED equivalent required.
• 3+ years of IT help desk or Service Desk experience required.
• Experience with ServiceNow, Amazon Connect, and Gemini AI platform.
• 1+ year of Supervisory or Team Lead experience in a Contact Center environment required.
• Must be available to support rotating shift; 24x7x365 coverage required.
• U.S. Citizenship required; ability to pass CBP BI.

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Monitor team performance to meet SLAs, KPAs, and performance metrics.
• Analyze dashboards to identify trends and implement improvements.
• Conduct quality assurance reviews, ticket audits, and coaching sessions.
• Ensure compliance with contractual deliverables and government processes.
• Coordinate escalation flow and warm transfers with Help Desk Specialists.
• Serve as on-shift liaison between agents and leadership and participate in major incident management.

Skills

IT help desk

Supervisory experience

Communication skills

Team leadership

24x7 shift availability

Problem solving

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

ServiceNow

Amazon Connect

Gemini AI platform

Job description

Chenega MIOS is seeking a Help Desk Supervisor in Ashburn, VA (Remote) to provide real-time supervision of Helpdesk Tier I, II, and ACE agents across shifts. You will monitor SLAs, QA, coaching, and compliance with government processes while coordinating with TSD leadership and other teams for incident management.

The role requires 3+ years in IT help desk, 1+ year in a supervisory role, and readiness for 24x7 coverage, with U.S. citizenship and BI clearance considerations.