RES Help Desk Supervisor (Remote)

The RES Help Desk Supervisor role at GovCIO is a fully remote position supporting Veteran Affairs systems for employees across the United States, based in Washington, D.C.

Key Responsibilities

• Lead a team of Help Desk Engineers, providing day‑to‑day guidance and performance feedback.
• Act as the primary escalation point for complex technical issues, ensuring timely resolution.
• Oversee ticket triage, documentation, and adherence to Service Level Agreements (SLAs).
• Coordinate with Veteran Affairs stakeholders to align support processes with system updates and new releases.
• Develop and deliver training materials to enhance team technical skills and customer service standards.
• Monitor and report on help desk metrics, identifying trends and recommending process improvements.

Required Qualifications

• U.S. citizenship with a current Suitability/Public Trust clearance.
• Proven experience supervising an IT help desk or similar technical support team.
• Strong troubleshooting skills across Windows, networking, and enterprise applications.
• Excellent written and verbal communication abilities.
• Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and ITIL best practices.
• Ability to work independently in a fully remote environment.

Compensation

Annual salary: $61,659.15 (U.S. dollars)

Frequently Asked Questions

Is this position fully remote?

Yes, the RES Help Desk Supervisor role is 100% remote for candidates located anywhere in the United States.

What security clearance is required?

Applicants must hold a U.S. Suitability/Public Trust clearance.

What is the salary for this job?

The position offers an annual salary of $61,659.15.