Help Desk Supervisor

Overview

CVP is seeking a Help Desk Supervisor to join our growing team. The Help Desk Supervisor is responsible for the leadership, mentorship, and management of the NCI IT Helpdesk technicians. Queue management, ticket triage and routing to appropriate groups based on process flows. Fosters a collaborative environment, emphasizing the value of collective effort. Leads by example in promoting team cohesion, ensuring every team member feels valued and heard. Oversee the creation, maintenance, and regular updating of documentation related to support processes, technical troubleshooting, and FAQs. Handle escalated customer issues, ensuring swift resolution and customer satisfaction. 

Responsibilities

• Direct supervision of the Helpdesk Support Team, including scheduling, training, and performance evaluation. 
• Experience supervising remote employees 
• Provide expert-level technical support alongside the team, diving into complex issues and delivering solutions. 
• Ensure the team adheres to ITIL best practices in all aspects of incident, problem, and change management. 
• Develop and maintain a comprehensive knowledge base, encouraging the team's reliance on self-service and shared expertise. 
• Monitor customer interactions and elevate the quality of service by providing feedback and coaching. 
• Conduct regular team meetings to review open issues, discuss new procedures, and provide ongoing training. 
• Collaborate with IT management to align support services with business objectives and customer needs. 
• Analyze performance data to identify trends, service gaps, and opportunities for improvement. 

Qualifications

• BS/BA with 6 years of experience  
• Substantial technical knowledge, with proficiency in network diagnostics, and both PC and Mac operating systems. 
• Proven experience in a supervisory or lead role within a technical support environment. 
• Strong problem-solving and analytical skills, with the ability to think strategically and implement solutions in a fast-paced environment. 
• Train, mentor, and evaluate the performance of the Agents. 
• Exceptional communication skills, adept at interacting with both technical teams and end users. 
• Demonstrated commitment to customer service, with a track record of leading teams to achieve excellence in service delivery. 
• Flexibility to work various shifts, including evenings, weekends, and be on call, as required. 
• ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining) 
• Experience with Service Now 
• Required Certifications (one or more of the following): CompTIA A ; Apple Certified Support Professional (ACSP); ITIL 4 (or ability to obtain ITIL4 certification within 3 months of joining) 
• 6 Years experience with Windows and/or MAC troubleshooting 
• 6 Years experience with mobile device troubleshooting with iPhone, iPad, and Android 
• 6 years’ experience working with customers either face to face or remote setting. 
• Knowledge/experience with IT Ticket Management Software.  
• Knowledge/experience with RMM Tools. Knowledge/experience with IT Documentation Tools 

Desired Qualifications 

• Desired Certifications: HDI-DSM; HDI-SCTL; HDI-SCM; Certified associate in project management (CAPM), or other industry-recognized certifications 
• Federal customer experience supporting HHS, preferably NIH desired. 

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation and build a healthy, safe, and equitable world—a future we call What’s Next. 

What do we do? We do work that matters like advancing mental and behavioral health, streamlining immigration, and improving access and outcomes for underserved populations including Veterans, people experiencing homelessness, and rural American residents.  

How do we do it? Our team of industry experts deliver integrated, innovative solutions in Healthcare Research & Technology, Digital Transformation, Data Science, Cybersecurity, Marketing Communications & Change Management, and Strategy & Transformation. 

Why do we do it? Our core values define the CVP culture, guide our decisions, and enable our client-focused mission. We’re relentlessly focused on making a difference and building What’s Next for our clients and their customers. 

We believe diversity, equity, and inclusion are essential components of our individual and collective success, and our commitment to hiring and supporting Veterans has earned us three HIRE Vets gold medallions. Join us to start or advance your career with a mission-focused firm transforming healthcare, enhancing security, and making government work better. 

Customer Value Partners, LLC is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities.