Location: Annapolis Junction, MD

Clearance: DoD Secret (minimum required)

Job Type: Full-Time

Target Salary Range*: $55,000 - $70,000

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview

Amatriot is seeking a Helpdesk Shift Supervisor to provide expertise to a federal client in support of mission-critical systems in defense of the Homeland. The Helpdesk Shift Supervisor provides technical support to users and clients by triaging, researching, and responding to questions related to the program and systems. This role also supervises Operations Support Center operators, serving as both a mentor and a direct line of escalation.

Key Responsibilities

Technical Support and Incident Management

• Provide Tier 2 IT support services for a mission-critical platform.
• Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required.
• Log, track, and manage incidents and service requests using the organization’s ticketing system, ensuring timely resolution and communication with end users.
• Supervise first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier support as necessary.
• Assist users with advanced IT issues, including domain refreshes, software installations, data inquiries, and change requests.
• Work closely with other IT support teams to ensure seamless escalation and resolution of complex issues.

Systems Support and Process Improvement

• Provide guidance on optimization strategies such as load balancing, incident optimization, and network traffic monitoring.
• Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.
• Hold the team accountable through innovation meetings to determine the best ways to increase performance and shift-left potential risks and challenges.
• Receive and input critical time data in various formats and ingest it into the vetting system.
• Convert data received in various formats into a customer-defined format, such as XML, for ingest into the system.

Team Supervision and Mentorship

• Schedule and align team resources to ensure 24x7 system coverage.
• Supervise Tier 1 Support Specialists, overseeing their duties and functions and acting as a direct line of escalation.
• Provide performance oversight and mentorship to Tier 1 Support Specialists, including guidance and direct work assignments.
• Provide training and documentation of standard operating procedures, rhythms, and triage and diagnostic methodologies to all Tier 1 Support Specialists.
• Serve as a career mentor for Tier 1 Support Specialists, including coaching, approving timesheets, managing workstreams and workloads, and ensuring shifts are covered with appropriate backup in unexpected circumstances.

Additional Duties

• Perform other tasks as assigned.

Qualifications

Experience

• 7+ years of experience in a helpdesk, service desk, or call center environment, or equivalent experience in customer service.

Clearance

• Active DoD Secret clearance is required.

Other Requirements

• Due to federal requirements, only U.S. citizens can be considered.
• Candidates with dual citizenship cannot be considered.
• This position includes flexible shift work that rotates based on customer needs, with exposure to a range of schedules, including 1st, 2nd, 3rd, and Panama shifts.