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Help Desk Supervisor

Location: Washington, DC

Type: Full Time

Min. Experience: Manager/Supervisor

Description
CLGT Solutions, LLC dba CLOVEHITCH is a Service-Disabled Veteran-Owned small mission-focused business that provides professional solutions in the areas of intelligence, financial management, linguistics and administrative functions.

CLOVEHITCH is seeking CLOVEHITCH is seeking a Help Desk Supervisor to manage help desk operations supporting OFLC systems and users, ensuring timely resolution of technical and user support issues. This position is contingent upon contract award.

Supervisory Responsibilities:
  • Supervise help desk staff

Principal Duties and Responsibilities:
  • Manage ticket queues
  • Ensure timely resolution of user issues related to case systems (e.g., FLAG)
  • Track and report service levels, response times, and issue trends
  • Coordinate with system owners and technical teams for escalations
  • Develop and maintain knowledge base and SOPs
  • Ensure customer satisfaction and service quality
  • Support onboarding and training for users and staff

Required Experience, Skills and Abilities:
  • 5+ years IT/help desk experience
  • 2+ years supervisory experience

Education and Other Requirements:
  • Bachelor’s degree (or equivalent experience)
  • Due to federal contract requirements, this position is restricted to U.S. citizens with eligibility for a suitability clearance
  • Clean background check

Preferred Qualifications:
  • Experience supporting federal IT systems
  • Familiarity with ticketing systems and service management frameworks (e.g., ITIL)

Physical Demands
Primarily office work.

Position Environment, Type & Hours of Work
Full-time, exempt, at client site located in Washington, DC, with standard business hours.

Travel
No travel is expected with this position.


CLOVEHITCH is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, veteran status, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
 


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