RES Help Desk Supervisor (Remote)

GovCIO is hiring a RES Help Desk Supervisor for a fully remote role supporting the U.S. Department of Veterans Affairs. This position is based in Cammack Village, Pulaski County, US, with a salary of $90,914.87 per year.

Key Responsibilities

• Lead a team of Help Desk Engineers, ensuring timely and accurate support for VA systems.
• Act as the primary escalation point for complex technical issues, troubleshooting, documenting, and resolving incidents.
• Coordinate daily operations, monitor ticket queues, and maintain service level agreements (SLAs).
• Develop and deliver training, performance feedback, and mentorship to help desk staff.
• Collaborate with IT leadership to implement process improvements and system upgrades.
• Prepare regular reports on team performance, incident trends, and customer satisfaction.

Required Qualifications

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

Preferred Experience

• Prior experience supporting government or veteran services.
• ITIL or other IT service management certification.
• Familiarity with ticketing systems such as ServiceNow or Remedy.

Frequently Asked Questions

What type of clearance is required for this position?

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

Is this role fully remote?

Yes, the RES Help Desk Supervisor works remotely from anywhere within the United States.

What is the annual salary for this job?

The position offers a fixed salary of $90,914.87 per year.