Help Desk Supervisor

Location: San Antonio, Texas (Remote)

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Monitor team performance to ensure all Service Level Agreements (SLAs), Key Performance Areas (KPAs), and performance metrics are consistently achieved or exceeded.
• Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
• Conduct regular quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to standard operating procedures.
• Ensure compliance with all contractual deliverables, reporting requirements, and government-directed processes.
• Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
• Monitor agent availability, productive status, and contact volume to ensure service