Compass Point an AKIMA company is seeking a Help Desk Supervisor to support USSOCOM. In this role, you will lead a team of IT support professionals providing front-line technical assistance across multiple classified and unclassified networks, including NIPRNet, SIPRNet, and designated coalition networks. You will be part of an enterprise IT Service Management (ITSM) operation supporting users at USSOCOM headquarters, its Component Commands, TSOCs, and deployed locations. This position plays a key role in ensuring efficient service delivery, managing incident response, and maintaining high customer satisfaction in a dynamic, mission-critical environment. To join our team of outstanding professionals, apply today!

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem. May assist with calls related to computer software and hardware or inquires. May talk to user to learn steps used and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem. Leads and directs the work of other employees. Supervisors typically have authority for personnel decisions related to hiring, performance, or disciplinary actions of subordinate employees.

Functional responsibilities include:

• Supervise technicians on the CSD in support of more than 70,000 customers worldwide.
• Will be required to provide VIP level support to USSOCOM executive level users and their staff.
• Monitor staff performance by conducting constant reviews of Incidents in the Remedy ITSRM system.
• Observe and maintain technicians speed to answer, call length and wrap up to sustain technician readiness to receive calls.
• Provide technical guidance for resolution of difficult Incidents and Incident routing.
• Correct technicians who have submitted Incidents without proper tier one troubleshooting or who have misrouted an Incident.
• Ensure technicians use proper phone handling techniques to ensure customer satisfaction.
• Satisfy irate customers as required.
• Evaluate trainer effectiveness and new trainee progress.
• Utilize a structured mentor/mentee system to promote ongoing development and knowledge transfer of Service Desk Skills.
• Manage the Remedy Account Team and Remedy Queue Team to ensure tickets are completed within the Service Level Agreement.
• Enhance and reinforce the CSD knowledge base by developing comprehensive work instructions for technicians and self-service documentation for end-users.
• Take calls and resolve incidents during periods of call overload.
• Work the Remedy Queue on a routine basis.
• May be required to perform incident management functions which include including triage, trend analysis, root cause identification, and high-priority ticket oversight, prioritization and documenting and communicating those findings with senior organizational team members.
• Manage and resolve conflicts that arise between technicians and other IT support groups.
• Maintain a safe work environment.
• Perform other duties as required.

• Minimum of 3 years’ experience in a relevant position.
• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or recertification.
• Must possess current TS Clearance with SCI.

Preferred Qualifications:

• DoD 8570 IAT Level II certification.
• Special Operations Force experience.
• Bachelors Degree.

Work Where it Matters

Compass Point, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Compass Point, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, Compass Point provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, Compass Point delivers a broad range of skilled IT services, including data-centric services, software development, IT infrastructure modernization, managed IT services, and more.

As a Compass Point employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.