RES Help Desk Supervisor (Remote)

GovCIO is hiring a RES Help Desk Supervisor for a fully remote role based in the United States, specifically the NY State Campus, Albany County. This position supports the Veterans Affairs system with a salary of $67,921.71.

Key Responsibilities

• Supervise a team of Help Desk Engineers delivering daily technical support for the VA’s new system.
• Act as the primary escalation point, troubleshooting complex issues and ensuring timely resolution.
• Maintain accurate documentation of incidents, resolutions, and knowledge‑base articles.
• Coordinate shift schedules, monitor performance metrics, and provide coaching to improve service quality.
• Collaborate with IT security, network, and application teams to address cross‑functional problems.
• Prepare regular reports for senior management and ensure compliance with US Suitability/Public Trust requirements.

Required Qualifications

• U.S. citizenship with eligibility for Suitability/Public Trust clearance.
• Proven experience supervising a help desk or technical support team, preferably in a government or healthcare environment.
• Strong knowledge of Windows, Active Directory, ticketing systems (e.g., ServiceNow), and remote support tools.
• Excellent communication and leadership skills, with the ability to mentor staff and manage stakeholder expectations.
• Ability to work independently in a fully remote setting while maintaining high productivity.

Preferred Skills

• ITIL or similar service‑management certification.
• Experience supporting veteran or federal agency IT systems.
• Familiarity with cybersecurity best practices and compliance frameworks.

Compensation & Benefits

Salary: $67,921.71 per year. GovCIO offers comprehensive health, dental, vision, 401(k) matching, paid time off, and professional development opportunities.

Frequently Asked Questions

Do I need a security clearance for this position?

Yes, candidates must be eligible for a U.S. Suitability/Public Trust clearance.

Is this role fully remote?

Yes, the position is 100% remote for qualified applicants located in the United States.

What is the salary for the RES Help Desk Supervisor?

The annual salary is $67,921.71.