RES Help Desk Supervisor (Remote)

The RES Help Desk Supervisor role is a fully remote position with GovCIO, supporting Veteran Affairs systems for employees located anywhere in the United States, including Archer, Laramie County. This supervisory position oversees a team of Help Desk Engineers, ensuring timely troubleshooting, documentation, and resolution of technical issues.

Key Responsibilities

• Lead and mentor a team of Help Desk Engineers, assigning tasks and monitoring performance.
• Act as the primary escalation point for complex technical incidents affecting Veteran Affairs applications.
• Ensure all support tickets are documented accurately in the ticketing system and resolved within SLA targets.
• Coordinate with other IT departments to implement system upgrades, patches, and security enhancements.
• Develop and deliver training materials and standard operating procedures for the help desk team.
• Generate regular reports on help desk metrics, trends, and improvement opportunities.

Required Qualifications

• U.S. citizenship with a current Suitability/Public Trust clearance.
• Minimum 3 years of experience in IT help desk or technical support, with at least 1 year in a supervisory or lead role.
• Strong knowledge of Windows, Active Directory, networking fundamentals, and common enterprise applications.
• Excellent communication and customer‑service skills, able to interact with veterans, senior staff, and technical teams.
• Proven ability to manage remote teams and drive performance improvements.
• Relevant certifications (e.g., ITIL, CompTIA A+, Network+) are a plus.

Compensation & Benefits

Salary: $70,040.23 per year (fixed). GovCIO offers a comprehensive benefits package including health, dental, vision, 401(k) match, paid time off, and professional development opportunities.

How to Apply

Submit your resume and a cover letter highlighting your leadership experience in a help desk environment through the GovCIO careers portal.

Frequently Asked Questions

Do I need a security clearance for this role?

Yes, a current U.S. Suitability/Public Trust clearance is required.

Is this position truly remote?

Yes, the role is fully remote and can be performed from any U.S. location, including Archer, Laramie County.

What experience is necessary to become a Help Desk Supervisor?

At least three years of IT help desk support with one year of supervisory experience, plus strong knowledge of Windows, AD, and networking.