RES Help Desk Supervisor (Remote)

Job Summary

GovCIO is seeking a RES Help Desk Supervisor to work remotely from anywhere in the United States, with a base salary of $59,035 per year. The role leads a team of Help Desk Engineers supporting the U.S. Department of Veterans Affairs.

Key Responsibilities

• Supervise and mentor a team of Help Desk Engineers, ensuring timely resolution of incidents and service requests.
• Act as the primary escalation point for complex technical issues related to the new VA system.
• Monitor ticket queues, enforce SLA compliance, and generate performance reports for senior management.
• Coordinate with VA stakeholders to understand support requirements and implement process improvements.
• Maintain accurate documentation of troubleshooting steps, resolutions, and knowledge‑base articles.
• Conduct regular team meetings, training sessions, and performance reviews.
• Ensure all activities comply with U.S. Suitability/Public Trust security standards.

Required Qualifications

• U.S. citizenship with ability to obtain and maintain a Suitability/Public Trust clearance.
• 3+ years of experience in an IT help desk or service desk environment, preferably within a government or healthcare setting.
• 2+ years of supervisory or team‑lead experience.
• Strong knowledge of Windows, Active Directory, networking fundamentals, and remote support tools.
• Excellent communication, problem‑solving, and customer‑service skills.
• Proven ability to manage remote teams and drive continuous improvement.

Preferred Skills

• ITIL or other IT service management certification.
• Experience with VA or other federal agency IT systems.
• Familiarity with ticketing platforms such as ServiceNow or JIRA.

Benefits

• Fully remote work arrangement.
• Competitive salary of $59,035 annually.
• Opportunities for professional development and certification support.
• Comprehensive health, dental, and vision plans.

Frequently Asked Questions

Do I need to live in Baton Rouge to apply?

No. This is a fully remote role; candidates can work from any U.S. location as long as they meet the clearance requirements.

What security clearance is required?

Applicants must be U.S. citizens eligible for a Suitability/Public Trust clearance.

What is the salary for this position?

The position offers a fixed annual salary of $59,035.