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# Help Desk Supervisor

- **Company:** ITC, Inc.
- **Location:** Fairfax, VA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Software Applications, Spreadsheets, Databases, Text Processing, Office Automation
- **Published:** November 1, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9268945/help-desk-supervisor

## About the Role

* Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application).
 * Authorized to work in the United States.
 * Ability to work effectively in a fully remote environment.
 * Hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
 * Expert user of the Government's word processing, spreadsheet, and email systems.
 * Excellent oral and written communication skills., * At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance.
 * At least one year of teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications.
 * Prior supervisory experience strongly preferred.
 * At least one year of experience in automated litigation support, and experience with DOJ office automation environments.
 * Certain applications may require certification by the software provider.
 * Undergraduate degree valued.

## Description

Usually reports to the Application Manager or Lead Project Manager. Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users, and assists in setting up and operating the end-user support program for major applications in support of specific projects., * Supervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.

 * Assist in setting up and operating the end-user support program for major applications in support of specific projects.
 * Set up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications.
 * Set up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules.
 * Organize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees.
 * Oversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops.
 * Coordinate support with office automation support contractors and staff.
 * Supervise teams providing search, retrieval, and reporting support to client attorneys; translate requests into effective search strategies, design output formats, and help resolve problems related to accessing databases.