Help Desk Supervisor (TS/SCI Required)

The successful candidate will supervise NASIC Service Desk and Video Teleconference (VTC) support operations, providing leadership for Tier 1 technical support, account administration, ticket management, network and environmental monitoring, customer service, and VTC session execution. The position requires a strong aptitude for analyzing technical issues, directing troubleshooting activities, managing competing priorities, coordinating across technical teams, and ensuring timely resolution or escalation of customer incidents and service requests., * 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.
• Coordinate 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.
• Ensure VTC support personnel respond in person to session issues, provide preliminary troubleshooting, keep participants informed of progress and resolution, and elevate issues that cannot be resolved locally.
• 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.
• Oversee network, system, and environmental monitoring activities using NASIC-provided tools and ensure appropriate action and reporting occurs when established thresholds, alarms, outages, or service-delivery issues are identified.
• Ensure outages, errors, maintenance activities, significant issues, and customer contacts are accurately documented in Government-provided logs and ticketing systems.
• Coordinate corrective actions required by external or parent organizations and interface with enterprise support organizations as required.
• Ensure Service Desk personnel properly execute approved troubleshooting procedures, escalation processes, customer communications, and technical support activities.
• Maintain, review, and continuously improve Service Desk and VTC SOPs, knowledge-management documentation, troubleshooting procedures, and customer-support processes in accordance with NASIC policy.
• Monitor customer-service quality and address recurring complaints, performance deficiencies, or negative trends through coaching, training, workload adjustments, and corrective action.
• Ensure appropriate daily network and service-delivery status reporting is completed and provide monthly functional-area reporting summarizing work accomplished, upcoming requirements, performance trends, and significant issues.
• Ensure assigned personnel maintain required certifications and comply with applicable NASIC, Air Force, DoD, cybersecurity, security, and operational policies.

• Minimum of 2 years of experience in IT operations, service delivery, technical support, or related information technology functions, with demonstrated experience coordinating or leading personnel in a customer-focused environment.
• Working knowledge of IT service management, incident and service-request management, ticketing systems, operational performance metrics, and customer-service operations.
• Demonstrated ability to monitor team performance, identify issues or negative trends, prioritize workload, and coordinate corrective actions to maintain service levels and customer support requirements.
• Proven ability to communicate effectively with Government, military, technical, and contractor personnel and coordinate requirements across multiple support organizations.
• Demonstrated ability to balance, prioritize, and organize multiple concurrent requirements while maintaining accountability for quality, timeliness, and customer outcomes.
• Strong written and verbal communication skills with experience preparing status reports, operational updates, and other routine performance documentation.
• Possess and maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.
• Active TS/SCI clearance.

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.