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Role Description

The Service Desk Supervisor plays a critical role within the Office of Connected Care Help Desk (OCCHD), overseeing the delivery of high-quality support services to Veterans and VA Providers. This position manages a team of Help Desk professionals providing Tier I, Tier II, and Tier III support, including onboarding, troubleshooting, and mobile application training related to video telehealth platforms.

The Supervisor is responsible for ensuring operational excellence, driving team performance, maintaining compliance with SLAs, and fostering a culture of continuous improvement. This role requires prior experience in a technical support environment, proven leadership capabilities, and the ability to engage effectively with internal stakeholders, external partners, and end-users.

Responsibilities

• Lead and develop a high-performing support team through coaching, mentoring, and formal performance reviews.
• Manage team schedules to align staffing with service level objectives and support coverage needs.
• Oversee day-to-day Help Desk operations, including monitoring of incidents, alerts, requests, and problems to ensure timely resolution and adherence to quality standards.
• Provide ongoing feedback through real-time monitoring, parallel observation, and structured coaching sessions.
• Foster a positive, respectful, and inclusive team environment aligned with organizational values.
• Monitor agent activity and system dashboards to ensure compliance with established metrics (e.g., ASA, ABA, CSAT).
• Identify gaps in team knowledge and contribute to knowledge base updates and training plans.
• While this is a remote-first position, the Service Desk Supervisor, if local, is expected to be onsite one day per week to support operations, foster team engagement, and maintain alignment with leadership initiatives.
• Lead monthly case quality reviews and support initiatives to improve customer satisfaction and service delivery.
• Collaborate cross-functionally to enhance escalation procedures and documentation.
• Ensure a customer-first approach across all interactions by providing guidance and support to team members.
• Serve as an escalation point for customer issues, ensuring timely and effective resolution.
• Uphold Soldier Point’s reputation through professional and courteous engagement with internal and external stakeholders.
• Contribute to hiring decisions by interviewing candidates and assessing qualifications.
• Track and report weekly, monthly, and quarterly team performance metrics.
• Represent OCCHD leadership in client and stakeholder meetings.
• Assist in the development and delivery of technical and process-related training content.
• Ensure compliance on accurate timecard and leave reporting.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience.
• 4–8 years of technical service desk experience supporting hardware, software, and networking components.
• Prior supervisory experience in a customer support or help desk environment.

Requirements

• Strong written and verbal communication skills with the ability to convey technical concepts to non-technical users.
• Demonstrated strong customer focus in service operations environment.
• Familiarity with mobile device support, including iOS, Android, tablets, and 4G connectivity.
• Superior experience working with software applications.
• Interpersonal communication and de-escalation skills.
• Proven track record of managing projects and achieving performance targets.
• Intermediate proficiency with Microsoft Office Suite (Excel, PowerPoint, Word).
• Knowledge of data privacy practices, VA systems, and Federal IT compliance standards.
• Provide Process and Product Training as needed.
• Demonstrated experience managing projects and executing against defined timelines.
• Experience with ServiceNow ticketing system and NICE InContact Phone systems.
• Experience working in a team-oriented, collaborative environment.
• Travel to Veterans Administration location to provide on-site support as needed.
• Regular and reliable attendance is required.
• Ability to obtain and maintain Public Trust Security Clearance.
• US Citizen.

Professional Competencies

• Strong interpersonal and conflict resolution skills.
• Analytical thinker with excellent problem-solving capabilities.
• Results-driven with the ability to manage multiple priorities under pressure.
• Effective time management, organizational, and delegation skills.
• Ability to coach and develop others through knowledge transfer and support.
• Flexibility to adapt to shifting priorities and evolving service needs.