Help Desk Supervisor at CLOVEHITCH

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jul, 26

Salary

0.0

Posted On

26 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help desk management, Ticket queue management, Technical support, Service level reporting, Issue escalation, Knowledge base development, SOP creation, Customer satisfaction, Staff training, ITIL, Federal IT systems, Case systems

Industry

Business Consulting and Services

Description

Description CLGT Solutions, LLC dba CLOVEHITCH is a Service-Disabled Veteran-Owned small mission-focused business that provides professional solutions in the areas of intelligence, financial management, linguistics and administrative functions. CLOVEHITCH is seeking CLOVEHITCH is seeking a Help Desk Supervisor to manage help desk operations supporting OFLC systems and users, ensuring timely resolution of technical and user support issues. This position is contingent upon contract award. Supervisory Responsibilities: Supervise help desk staff Principal Duties and Responsibilities: Manage ticket queues Ensure timely resolution of user issues related to case systems (e.g., FLAG) Track and report service levels, response times, and issue trends Coordinate with system owners and technical teams for escalations Develop and maintain knowledge base and SOPs Ensure customer satisfaction and service quality Support onboarding and training for users and staff Required Experience, Skills and Abilities: 5+ years IT/help desk experience 2+ years supervisory experience Education and Other Requirements: Bachelor’s degree (or equivalent experience) Due to federal contract requirements, this position is restricted to U.S. citizens with eligibility for a suitability clearance Clean background check Preferred Qualifications: Experience supporting federal IT systems Familiarity with ticketing systems and service management frameworks (e.g., ITIL) Physical Demands Primarily office work. Position Environment, Type & Hours of Work Full-time, exempt, at client site located in Washington, DC, with standard business hours. Travel No travel is expected with this position. CLOVEHITCH is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, veteran status, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Responsibilities

The Help Desk Supervisor will manage help desk operations, including overseeing staff, ticket queues, and the timely resolution of user issues. They are responsible for tracking service levels, maintaining knowledge bases, and coordinating escalations with technical teams.