Help Desk Supervisor

Responsibilities

• Supervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.
• Aid in setting up and operating the end-user support program for major applications in support of specific projects.
• Set up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications.
• Set up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules.
• Organize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees.
• Oversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops.
• Cook up support with office automation support contractors and staff.
• Supervise teams providing search, retrieval, and reporting support to client attorneys; translate requests into effective search strategies, design output formats, and help resolve problems related to accessing databases.

Requirements

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application).
• Authorized to work in the United States.
• Ability to work effectively in a fully remote environment.
• Hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
• Expert user of the Government’s word processing, spreadsheet, and email systems.
• Excellent oral and written communication skills.

Qualifications

• At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance.
• At least one year of teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications.
• Prior supervisory experience strongly preferred.
• At least one year of experience in automated litigation support, and experience with DOJ office automation environments.
• Certain applications may require certification by the software provider.
• Undergraduate degree valued.

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks’ Paid Time Off