[Hiring] Help Desk Supervisor @ITC Federal

Role Description

We are seeking an experienced Help Desk Supervisor to support ITC Federal’s work for the U.S. Department of Justice (DOJ) under the anticipated MEGA 6 automated litigation support (ALS) program. This is a fully remote position supporting DOJ’s complex litigation mission.

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. Department 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.

Responsibilities

• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Work Environment and Physical Demands

• 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.

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks’ Paid Time Off