Help Desk Supervisor

Usually reports to the Application Manager or Lead Project Manager.

Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users, and assists in setting up and operating the end-user support program for major applications in support of specific projects.

This position supports the U.S.

of Justice (DOJ) under the anticipated MEGA 6 procurement.

MEGA 6 is expected to continue DOJ’s multiple-award contract vehicle for automated litigation support (ALS) services, following the structure of the MEGA 5 contract.

These contracts are designed to provide DOJ offices, boards, divisions, and other federal agencies with information technology, professional services, and litigation support tools to manage complex legal proceedings efficiently.

• Supervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.
• Assist in setting up and operating the end-user support program for major applications in support of specific projects.
• Set up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications.
• Set up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules.
• Organize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees.
• Oversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops.
• Coordinate support with office automation support contractors and staff.
• Supervise teams providing search, retrieval, and reporting support to client attorneys; translate requests into effective search strategies, design output formats, and help resolve problems related to accessing databases.

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application).
• Authorized to work in the United States.
• Ability to work effectively in a fully remote environment.
• Hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
• Expert user of the Government’s word processing, spreadsheet, and email systems.
• Excellent oral and written communication skills.

• At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance.
• At least one year of teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications.
• Prior supervisory experience strongly preferred.
• At least one year of experience in automated litigation support, and experience with DOJ office automation environments.
• Certain applications may require certification by the software provider.
• Undergraduate degree valued.

• This is a fully remote position; work is performed from a home office.
• Must be located in or near the Washington, DC area and available for short-notice on-site meetings.
• Work is primarily sedentary, performed while using a computer for extended periods of time.

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.