> Markdown version of [/jobs/ext/2284620-help-desk-supervisor-ts-sci-required](https://www.wearedevelopers.com/jobs/ext/2284620-help-desk-supervisor-ts-sci-required). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Supervisor (TS/SCI Required) - **Company:** Akima - **Location:** Wright-Patterson Air Force Base, OH, United States - **Experience:** Experienced - **Salary:** $90,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Access Network, File System Permissions, Issue Tracking Systems, Information Technology Operations, Knowledge Management, Information Technology - **Published:** August 28, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9124956/help-desk-supervisor-tssci-required ## About the Role * 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. ## Description 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. ## Related Videos - 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