IT Support Supervisor

Working with a leading government contractor that supports large-scale operations through cutting-edge technology, you will contribute to critical projects and enhance your skills in a rapidly evolving business environment.The Role Provide real-time supervisory oversight for Tier I, II and ACE help desk operations, ensuring service levels are met. Monitor team performance against SLAs, KPAs, and other metrics, driving continuous process improvements. Conduct quality assurance reviews, ticket audits, and coaching to improve service and technical accuracy. Ensure compliance with contractual deliverables, reporting, and government processes. Serve as the primary liaison between frontline staff and leadership during assigned shifts, managing incident escalations. Support onboarding and offboarding activities, including equipment accountability.What You'll Need High school diploma or GED equivalent. 3+ years of IT Help Desk or Service Desk experience. Experience with ServiceNow, Amazon Connect, and AI platforms like Gemini. Ability to report onsite as required for Government-Furnished Equipment (GFE) management. U.S. Citizenship and ability to pass a CBP Background Investigation (BI). Must be available to support rotating shifts, including 24x7x365 coverage.What's On Offer Opportunity to enhance skills and build a career in a dynamic business climate. Professional development embedded in the company's core culture. Involvement in cutting-edge technology projects supporting government operations. Comprehensive benefits package designed to support employee well-being.Apply via Haystack today!