Help Desk Supervisor (TS/SCI Required)

Responsibilities

• Supervise Service Desk personnel providing Tier 1 support and serving as the single point of contact for IT-related issues for NASIC, NSIC, and mission-partner customers.
• Oversee the monitoring, opening, assignment, updating, escalation, and closure of incidents and service requests across up to four separate ticketing systems.
• Ensure walk-in, telephone, and electronically submitted customer requests are properly documented, addressed, resolved, or routed to the appropriate Tier 2 support organization in accordance with NASIC/ISS Service Level expectations.
• Monitor Service Desk ticket queues, workload distribution, response times, and performance metrics to ensure established performance thresholds are consistently achieved.
• Supervise account-management activities including network access, account locks/unlocks, password resets, file and folder permissions, group policy changes, organizational mailbox assignments, and other authorized account-administration functions.
• Cookordinate with desktop support, hardware technicians, software administrators, A/V personnel, external support agencies, and other Tier 2 organizations to resolve issues that cannot be completed at the Service Desk level.
• Supervise VTC session support during core working hours and ensure personnel are available to respond to VTC issues as required.
• Coordinate VTC-related outages, service interruptions, and technical issues with the appropriate Government Task Manager and supporting technical organizations.
• Ensure VTC systems and supporting conference-room technologies are monitored and supported in accordance with NASIC procedures and customer requirements.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with