Help Desk Supervisor

A world-leading government contractor, specialising in mission-critical services like advanced analytics, AI, software engineering, cybersecurity, and IT, is seeking dedicated professionals to support large-scale government operations through cutting-edge technology. The Role Provide real-time supervisory oversight for Help Desk Tier I, II, and ACE operations during assigned shifts. Monitor team performance to ensure Service Level Agreements (SLAs), Key Performance Areas (KPAs), and other metrics are consistently met or exceeded. Conduct quality assurance reviews, ticket audits, and coaching sessions to improve customer service and technical accuracy. Ensure compliance with contractual deliverables, reporting requirements, and government-directed processes. Coordinate with Help Desk Specialists on escalation flows and warm transfers, and act as the primary liaison between frontline staff and leadership. Support the development and deployment of alert messages for outages and known issues, and participate in major incident management. What You'll Need High School diploma or GED equivalent. 3+ years of IT Help Desk or Service Desk experience. 1+ year of Supervisory or Team Lead experience in a Contact Center environment. Experience with ServiceNow is essential. Ability to report onsite as required for Government-Furnished Equipment (GFE) management. U.S. Citizenship required with the ability to pass a CBP Background Investigation. What's On Offer Opportunity to enhance skills and build a career in a rapidly evolving business climate. Professional development embedded in the core culture. Support for large-scale government operations using cutting-edge technology. A culture rooted in integrity, respect, and exceptional performance. Apply via Haystack today!