Technical Support Supervisor

---

Job Title: Technical Support Supervisor

Work Location: Remote or hybrid if near CO/VA offices

Labor Category: Exempt

Clearance Level:  Secret

Travel: N/A

Pay Rate: $110,000- $128,000

---

About the Role 

The IT Technical Support Supervisor is responsible for the day-to-day supervision, coordination, and operational effectiveness of the THTBC Technical Support Center and its Technical Support Analysts. This position provides direct frontline leadership for the service desk, ensuring staffing coverage, ticket ownership, timely response, high-quality customer service, consistent technical practices, and effective escalation management across THTBC and its subsidiaries. The Supervisor serves as the primary operational escalation point for Technical Support and is accountable for maintaining a responsive, professional, secure, and measurable support environment.

The IT Technical Support Supervisor leads daily service desk operations, assigns and balances workload, monitors queue health and service levels, supports complex technical escalations, and coordinates resolution with Systems Engineering, Cybersecurity, networking personnel, application owners, managed service providers, and vendors. The position ensures that incidents and service requests involving Microsoft Windows endpoints, Microsoft 365 Commercial, Microsoft Entra ID and Active Directory, mobile devices, printers, collaboration tools, remote access, business applications, and other enterprise technologies are handled consistently and within established service expectations.

What You'll Be Doing

• Supervise the day-to-day operations of the THTBC Technical Support Center and provide direct operational leadership to IT Technical Support Analysts supporting THTBC and its subsidiaries.
• Serve as the primary operational escalation point for service desk issues, customer-impacting incidents, analyst concerns, priority conflicts, and support situations requiring supervisory judgment or coordination.
• Maintain accountability for daily staffing coverage, shift coordination, workload balancing, queue management, break and leave coverage, and continuity of Technical Support Center operations.
• Participate in and support a 24x7 on-call escalation model, remaining reachable outside normal business hours for critical incidents, major outages, cybersecurity events, executive-impacting issues, or other urgent business needs.
• Coordinate after-hours response by engaging the appropriate Technical Support, Systems Engineering, Cybersecurity, networking, application, vendor, or leadership resources based on incident severity and business impact.
• Monitor ticket queues throughout the workday to ensure incidents, service requests, tasks, and escalations are appropriately categorized, prioritized, assigned, updated, resolved, and closed in accordance with established service-management practices.
• Review aged, stalled, high-priority, and reopened tickets; identify barriers to resolution; assign corrective actions; and escalate unresolved dependencies as needed.
• Establish and reinforce clear expectations for ticket ownership, communication frequency, technical documentation, customer updates, escalation timing, and resolution quality.
• Ensure ticket notes accurately document user impact, troubleshooting performed, actions taken, resolution, escalation path, and required follow-up so records are complete and auditable.
• Supervise, coach, mentor, and develop Technical Support Analysts through regular feedback, technical guidance, one-on-one discussions, skills development, and performance improvement activities.
• Assist IT leadership with employee performance management, staffing recommendations, interviewing, onboarding of new support personnel, training plans, attendance concerns, and identification of resource gaps.
• Promote a consistent Technical Support Center culture focused on professionalism, ownership, responsiveness, accountability, teamwork, technical accuracy, security, and a positive end-user experience.
• Provide hands-on Tier 2 and advanced technical support when appropriate for complex incidents involving endpoints, applications, accounts, connectivity, collaboration platforms, peripherals, mobile devices, remote access, and other end-user technologies.
• Guide analysts through structured troubleshooting and escalation practices while encouraging knowledge transfer and development rather than routinely taking ownership of escalated work.
• Monitor and report service desk performance indicators such as response time, resolution time, backlog aging, first-contact resolution, ticket reopen rate, SLA attainment, escalation volume, recurring incident trends, call volume, abandonment rate, and customer satisfaction.
• Prepare operational reports, dashboards, trend summaries, staffing observations, and recommendations for IT leadership regarding Technical Support Center performance and improvement opportunities.
• Identify recurring incidents and service patterns, support root-cause analysis, and coordinate permanent corrective actions, documentation, automation, training, or infrastructure improvements with appropriate technical teams.
• Develop, maintain, approve, and enforce Standard Operating Procedures (SOPs) for technical support, ticket management, escalation, user onboarding, employee transfers, offboarding, account support, hardware deployment, software installation, device replacement, and other recurring support processes.
• Maintain and continuously improve the service desk knowledge base, troubleshooting guides, FAQs, quick-reference materials, standard responses, escalation matrices, and internal technical documentation.
• Ensure Technical Support Analysts follow approved identity-verification procedures, least-privilege principles, access-control requirements, separation-of-duties expectations, and secure handling practices when assisting users or administering accounts.
• Support Microsoft 365 Commercial end users, including Outlook, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Microsoft 365 Apps, and related collaboration capabilities within assigned administrative permissions.
• Oversee support for Microsoft Entra ID and Active Directory user accounts, groups, password resets, authentication, Multi-Factor Authentication (MFA), account lockouts, Single Sign-On (SSO), and access issues.
• Oversee support for Windows computers, laptops, desktops, docking stations, monitors, printers, scanners, webcams, headsets, conference-room equipment, mobile devices, and common enterprise peripherals.
• Ensure approved remote-support and endpoint-management tools are used appropriately to diagnose, configure, update, inventory, and support user devices in accordance with organizational security requirements.
• Coordinate endpoint enrollment, configuration, compliance, application deployment, and device-management activities using Microsoft Intune or other approved endpoint-management platforms.
• Coordinate with Cybersecurity and Systems Engineering on endpoint security controls including antivirus/anti-malware, Endpoint Detection and Response (EDR), disk encryption, device compliance, patching, vulnerability remediation, and secure endpoint configuration.
• Ensure suspected cybersecurity incidents, phishing, malware, unauthorized access, data exposure, compromised accounts, abnormal endpoint behavior, or other security concerns are immediately escalated in accordance with the Incident Response Plan and established procedures.
• Support the organization's NIST SP 800-171 and Cybersecurity Maturity Model Certification (CMMC) responsibilities by reinforcing applicable practices for access control, authentication, media protection, incident reporting, system integrity, auditability, and secure handling of Federal Contract Information (FCI) and Controlled Unclassified Information (CUI).
• Ensure Technical Support personnel understand that CUI, FCI, sensitive corporate information, credentials, and other restricted information are handled only within approved systems and environments and in accordance with organizational policy.
• Oversee Technical Support activities involving GCC High, virtual desktop, remote desktop, VPN, secure applications, and other protected environments while ensuring approved provisioning and troubleshooting procedures are followed.
• Coordinate employee onboarding to ensure accounts, devices, approved software, licensing, access requests, peripherals, and orientation are prepared and delivered accurately and on time.
• Coordinate employee offboarding and transfers to ensure accounts, access, devices, licenses, and assets are promptly disabled, recovered, reassigned, updated, or documented in accordance with approved procedures.
• Maintain oversight of IT asset and assignment records for laptops, desktops, monitors, mobile devices, peripherals, software, licenses, and other end-user technology assets within assigned systems of record.
• Oversee hardware staging, imaging, configuration, deployment, replacement, return, repair, warranty processing, secure storage, surplus, and disposal activities.
• Monitor spare equipment and service desk inventory levels and coordinate replenishment to support common replacement devices, peripherals, and operational continuity.
• Coordinate end-user guidance and training on approved technology, Microsoft 365 capabilities, security requirements, collaboration tools, remote-work practices, and common self-service solutions.
• Review and approve user-facing support communications related to outages, maintenance, service degradation, planned changes, new technology rollouts, security events, and known issues when assigned.
• Support IT change-management activities by coordinating Technical Support readiness, user-impact testing, support documentation, communications, staffing considerations, and post-implementation validation.
• Participate in major incident management, problem management, post-incident reviews, and corrective-action tracking, ensuring service desk observations, user-impact data, and lessons learned are documented and acted upon.
• Build and maintain effective working relationships with employees, executives, remote users, field personnel, subsidiary staff, vendors, and technical teams across multiple locations and time zones.
• Provide calm, professional, and customer-focused leadership during urgent, high-impact, or executive-support situations and ensure appropriate communications and follow-through.
• Identify opportunities to standardize, automate, or simplify Technical Support Center processes using approved technologies such as PowerShell, Microsoft Power Automate, endpoint-management tools, ticketing workflows, templates, and Artificial Intelligence (AI)-assisted capabilities.
• Ensure approved enterprise AI tools are used responsibly for knowledge creation, ticket summarization, troubleshooting research, documentation, reporting, and service-desk efficiency without exposing sensitive information to unauthorized AI services.
• Evaluate service desk tools, telephony capabilities, endpoint technologies, support workflows, automation opportunities, and user-experience improvements and provide recommendations to IT leadership.
• Coordinate Technical Support participation in audits, compliance assessments, evidence collection, documentation reviews, access reviews, asset reviews, and other activities requiring service desk or endpoint-support evidence.
• Ensure escalation contacts, after-hours call trees, vendor support contacts, and major incident communication procedures remain current, tested, and readily available to the Technical Support team.
• Perform other supervisory, technical support, service desk, endpoint, documentation, training, cybersecurity-support, and IT operational duties as assigned in support of organizational objectives.

What We're Looking For

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Business Administration, or a related field; an equivalent combination of education, technical training, certifications, and relevant professional experience may be considered.
• Minimum of 7 years of progressively responsible experience in IT technical support, service desk, desktop support, endpoint support, systems support, or a closely related IT discipline.
• Minimum of 3 years of experience in a formal supervisory, team-lead, service-desk lead, or comparable role involving direct responsibility for staff coordination, coaching, performance feedback, scheduling, workload management, and escalation oversight.
• Demonstrated experience supervising or coordinating day-to-day service desk operations in a multi-user, multi-site, remote, hybrid, or geographically distributed environment.
• Demonstrated ability to manage ticket queues, prioritize work based on urgency and business impact, coordinate escalations, and maintain service levels in a fast-paced support environment.
• Demonstrated ability to coach and develop technical staff, provide constructive performance feedback, address performance or conduct concerns appropriately, and build a culture of accountability and customer service.
• Strong technical troubleshooting background supporting Microsoft Windows 10/11 endpoints, Microsoft 365 applications and services, laptops, desktops, printers, peripherals, mobile devices, and remote users.
• Experience supporting Microsoft 365 Commercial and/or Microsoft 365 GCC High, including Outlook, Teams, OneDrive, SharePoint Online, Exchange Online, and Microsoft 365 Apps.
• Experience supporting Microsoft Active Directory and Microsoft Entra ID user accounts, groups, password resets, authentication, MFA, access, and identity-related troubleshooting.
• Experience with endpoint-management or remote-support platforms such as Microsoft Intune, Microsoft Configuration Manager, Remote Help, or comparable enterprise technologies.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching concepts, remote connectivity, and basic network troubleshooting as they relate to end-user support.
• Working knowledge of endpoint security, antivirus/anti-malware, EDR, disk encryption, software deployment, patching, vulnerability remediation, and secure endpoint configuration.
• Experience working in an IT Service Management (ITSM) or ticketing platform with practical knowledge of incident, service request, problem, major incident, escalation, prioritization, SLA, change, and knowledge-management practices.
• Experience developing or managing service desk metrics, reports, dashboards, SOPs, knowledge articles, escalation procedures, and customer-support standards.
• Strong written and verbal communication skills with the ability to communicate effectively with technical staff, nontechnical employees, executives, vendors, and geographically dispersed users.
• Strong analytical, organizational, leadership, prioritization, documentation, conflict-resolution, troubleshooting, and problem-solving skills with the ability to manage multiple priorities under pressure.
• Ability to coordinate effectively with Systems Engineering, Cybersecurity, networking, application teams, vendors, managed service providers, and IT leadership during incidents and operational escalations.
• Working knowledge of cybersecurity fundamentals including least privilege, MFA, phishing awareness, secure data handling, account security, incident reporting, endpoint protection, and access-control practices.
• Familiarity with NIST SP 800-171, CMMC, Federal Contract Information (FCI), and Controlled Unclassified Information (CUI) requirements as they relate to end-user support is strongly preferred and may be required based on assigned responsibilities.
• Ability to participate in a 24x7 on-call escalation model and respond outside normal business hours, including nights, weekends, and holidays, when required for critical incidents or urgent business needs.
• Must be able to successfully complete applicable employment screening, background investigation, and security requirements associated with the position and the organization's federal contracts.
• Must be legally authorized to work in the United States.
• Must possess an active U.S. Government security clearance or be able to obtain a clearance at the level required for assigned contracts and responsibilities and must be able to maintain the required clearance throughout employment. Candidates must also meet all applicable eligibility, background investigation, and security requirements associated with supporting U.S. federal government and Department of Defense contracts.

Physical Demands & Work Environment

• Ability to work in office or remote environments with prolonged computer use.
• Ability to travel domestically up to 20% as business needs require.
• Ability to lift, move, stage, and install computer equipment weighing up to 35 pounds occasionally.