RES Help Desk Supervisor (Remote)

GovCIO is seeking a RES Help Desk Supervisor to work remotely from anywhere in the United States, including Wyoming, Kent County. This role oversees Help Desk Engineers supporting the Veteran Affairs system with a salary of $76,313 per year.

Key Responsibilities

• Supervise a team of Help Desk Engineers, ensuring timely and effective support for the Veteran Affairs system.
• Act as the primary escalation point for complex technical issues, troubleshooting, documenting, and resolving incidents.
• Monitor service desk metrics, generate performance reports, and implement process improvements.
• Coordinate training and mentorship for engineers to maintain high service standards.
• Collaborate with IT security, infrastructure, and application teams to ensure system stability and compliance.
• Maintain compliance with U.S. Suitability/Public Trust requirements.

Required Qualifications

• U.S. citizenship with ability to obtain and maintain a Suitability/Public Trust clearance.
• 3+ years of experience in IT help desk or support environments, 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.
• Proven ability to manage remote teams and drive performance metrics.

Preferred Skills

• Experience supporting government or healthcare IT systems, especially Veteran Affairs platforms.
• ITIL or similar service management certification.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.

Compensation & Benefits

Annual salary: $76,313. Competitive benefits package including health, dental, vision, 401(k) match, and paid time off.

Frequently Asked Questions

Can I work from any location in the United States?

Yes, this is a fully remote position open to candidates throughout the United States, including Wyoming, Kent County.

What security clearance is required?

Applicants must be U.S. citizens and able to obtain and maintain a Suitability/Public Trust clearance.

What experience is needed for this supervisory role?

At least three years of help desk support experience with one year of supervisory or lead responsibilities, plus strong technical and communication skills.