RES Help Desk Supervisor (Remote)

GovCIO is seeking a RES Help Desk Supervisor to lead a remote team of Help Desk Engineers supporting the U.S. Department of Veterans Affairs. This fully remote role is based in the United States, with the primary work location listed as Douglas, Juneau.

Key Responsibilities

• Supervise and mentor a team of Help Desk Engineers, ensuring high‑quality technical support for VA systems.
• Act as the primary escalation point for complex incidents, troubleshooting, documenting, and resolving issues promptly.
• Coordinate shift schedules, monitor performance metrics, and conduct regular team meetings.
• Maintain compliance with United States Suitability/Public Trust requirements.
• Collaborate with IT managers, vendors, and VA stakeholders to improve service delivery.
• Generate reports on ticket trends, SLA adherence, and recommend process improvements.

Required Qualifications

• U.S. citizenship with eligibility for a Suitability/Public Trust clearance.
• Proven experience supervising a help desk or technical support team.
• Strong knowledge of Windows, Active Directory, networking, and common VA applications.
• Excellent communication, problem‑solving, and documentation skills.
• Ability to work independently in a fully remote environment.

Preferred Experience

• Prior experience supporting government or healthcare IT environments.
• ITIL or similar service‑management certification.
• Familiarity with ticketing systems such as ServiceNow or Remedy.

Compensation

Annual salary: $69,648.70 (fixed).

Frequently Asked Questions

Is this position fully remote?

Yes, the RES Help Desk Supervisor role is 100% remote within the United States.

What security clearance is required?

Candidates must have U.S. citizenship and be eligible for a Suitability/Public Trust clearance.

What is the salary for this job?

The position offers a fixed annual salary of $69,648.70.