RES Help Desk Supervisor (Remote)

GovCIO is seeking a RES Help Desk Supervisor to work fully remotely from anywhere in the United States, supporting Veteran Affairs systems. This role oversees Help Desk Engineers, ensuring timely troubleshooting, documentation, and resolution of technical issues.

Key Responsibilities

• Supervise a team of Help Desk Engineers providing primary support for VA systems.
• Monitor ticket queues, prioritize incidents, and ensure SLA compliance.
• Conduct regular performance reviews, coaching, and training sessions.
• Develop and maintain documentation, knowledge base articles, and standard operating procedures.
• Collaborate with senior IT staff to implement system upgrades and improvements.
• Generate reports on support metrics and present findings to management.

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 enterprise applications.
• Excellent communication and customer‑service skills.
• Ability to work independently in a fully remote environment.
• Relevant certifications (ITIL, HDI, CompTIA) are a plus.

Compensation & Benefits

Salary: $71,267.47 annually (fixed). Full benefits package includes health, dental, vision, 401(k) match, paid time off, and professional development opportunities.

Location

Remote – based in the United States (company headquarters in Glendale, Denver, US).

Frequently Asked Questions

What type of clearance is required for this position?

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

Can I work from any location in the United States?

Yes, the role is fully remote and open to candidates residing anywhere in the U.S.

What is the annual salary for this job?

The position offers a fixed salary of $71,267.47 per year.