Service Desk Supervisor (Remote)

RecruiterForge; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) with employer matching

Life and disability insurance

Tuition assistance

Annual performance reviews

Commuter perks

Employer-sponsored wellness programs

Job summary

RecruiterForge seeks a Service Desk Lead to oversee IT support for a federal government contract, supervising help desk technicians and managing ticketing workflows to meet service levels.

You will coordinate with vendors and internal teams, maintain security and compliance with NIST standards, and drive process improvements while reporting on performance metrics. This role requires 5–8 years in IT support and 2–3 years of team leadership, plus U.S. citizenship.

Qualifications

• 5-8 years of experience in IT support or help desk roles.
• At least 2-3 years managing help desk technicians, including hiring, training, and performance evaluations.
• In-depth knowledge of IT systems, infrastructure, and software development.
• Familiarity with government regulations, compliance requirements, and security standards such as NIST.

Responsibilities

• Supervise and mentor help desk technicians, supporting efficient resolution of user issues.
• Develop training materials, provide ongoing instruction, and conduct performance reviews.
• Manage daily service desk operations, ticketing workflows, troubleshooting, and escalation of complex issues.
• Ensure incidents and service requests are resolved accurately within established service-level agreements.
• Maintain customer satisfaction through clear, professional communication.
• Allocate resources, track expenses, and support contract budgeting and financial oversight.
• Provide hands-on support for desktops, laptops, mobile devices, peripherals, and software.
• Coordinate with vendors, contractors, and internal technical teams to resolve complex issues.
• Maintain adherence to federal cybersecurity policies, privacy standards, and operational security protocols.
• Conduct compliance audits and risk assessments.
• Work with cybersecurity teams to address vulnerabilities and maintain secure infrastructure.
• Report on resolution times, customer satisfaction, and recurring issues.
• Analyze service desk performance and implement process improvements.
• Evaluate emerging technologies and incorporate relevant improvements into IT operations.

Skills

Leadership

Communication

Decision making

Budgeting

Resource allocation

Conflict resolution

Stakeholder management

Team management

Job description

The Service Desk Lead oversees IT support operations for a federal government contract. This role manages help desk technicians, supports technical issue resolution, maintains service standards, and ensures IT operations meet federal security and compliance requirements.

Leadership and service delivery

• Supervise and mentor help desk technicians, supporting efficient resolution of user issues.
• Develop training materials, provide ongoing instruction, and conduct performance reviews.
• Manage daily service desk operations, ticketing workflows, troubleshooting, and escalation of complex issues.
• Ensure incidents and service requests are resolved accurately within established service-level agreements.
• Maintain customer satisfaction through clear, professional communication.
• Allocate resources, track expenses, and support contract budgeting and financial oversight.

Technical operations and compliance

• Provide hands-on support for desktops, laptops, mobile devices, peripherals, and software.
• Support federal desktops, servers, networks, and related systems in accordance with applicable standards.
• Coordinate with vendors, contractors, and internal technical teams to resolve complex issues.
• Maintain adherence to federal cybersecurity policies, privacy standards, and operational security protocols.
• Conduct compliance audits and risk assessments.
• Work with cybersecurity teams to address vulnerabilities and maintain secure infrastructure.
• Report on resolution times, customer satisfaction, and recurring issues.
• Analyze service desk performance and implement process improvements.
• Evaluate emerging technologies and incorporate relevant improvements into IT operations.

Experience and requirements

• 5-8 years of experience in IT support or help desk roles.
• At least 2-3 years managing help desk technicians, including hiring, training, and performance evaluations.
• In-depth knowledge of IT systems, infrastructure, and software development.
• Familiarity with government regulations, compliance requirements, and security standards such as NIST.
• Strong leadership, conflict resolution, and decision‑making skills.
• Ability to communicate effectively with stakeholders, team members, and senior management.
• Budgeting, financial oversight, resource allocation, and expense tracking skills.
• U.S. citizenship is required.

Benefits and development

• Healthcare coverage, virtual health visits, and wellness programs.
• Flu shots and biometric screenings.
• 401(k) with employer matching.
• Life and disability insurance.
• Tuition assistance and internal career growth opportunities.
• Annual performance reviews.
• Financial wellness tools.
• Commuter perks, pet insurance, and entertainment discounts.
• Employee recognition programs and referral bonuses.