Help Desk Supervisor

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.

• 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.

flexible benefit account, paid time off, tuition reimbursement, 401(k), CLEARANCE: Public Trust - Candidates do not need to be cleared at the time of application but must be able to obtain and maintain a Public Trust clearance prior to starting.

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks’ Paid Time Off

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security. We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers an outstanding compensation and benefits plan and a challenging and rewarding professional work environment., * This is a fully remote position; work is performed from a home office.

• Must be located in or near the Washington, DC area and available for short-notice on-site meetings.
• Work is primarily sedentary, performed while using a computer for extended periods of time.

Important: This opening is being established in connection with the MEGA 6 contract vehicle award itself. ITC Federal must still be awarded individual task orders under the vehicle before employees can be onboarded. Accordingly, this position is full-time and contingent upon both contract award and the award of the applicable task order.