Supervisory Technical Support Representatives

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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Koniag Government Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

🎖️ Defense

💼 Consulting

Government • Defense • Consulting

Koniag Government Services is an Alaska Native Corporation (ANC) that provides technical, professional, and operational expertise to the U. S. public sector. KGS supports Defense & Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management, and emphasizes mission-focused outcomes, contracting speed (ANC direct awards), and strategic/technology partnerships. The company positions itself as a mission partner delivering people, technology, and program management to government customers.

📋 Description

• Oversee daily support operations and lead a team of technical support representatives • Supervise, coach, and mentor technical support staff providing first-level and second-level technical support • Monitor team performance against established KPIs and service level agreements • Coordinate daily activities, manage schedules, and allocate resources to meet service demands • Review and evaluate the quality of technical support provided by team members • Provide feedback, training, and developmental guidance to team members • Participate in hiring, onboarding, and performance evaluation processes • Handle escalated customer issues and complex technical problems • Create and maintain technical documentation, knowledge base articles, and support procedures • Generate regular reports on team performance, ticket metrics, and customer satisfaction • Identify trends and recurring issues to develop proactive solutions • Collaborate with other departments to resolve cross-functional challenges • Implement and maintain quality assurance processes • Stay current with emerging technologies and industry best practices • Ensure compliance with organizational policies and security protocols • Serve as a technical resource for the team by providing guidance on complex issues

🎯 Requirements

• High School Diploma or GED required • 5-7 years of technical support experience • At least 2 years in a supervisory capacity • Demonstrated experience managing technical support teams • Proven track record of successful customer service delivery in a technical environment • HDI Support Center Team Lead (or equivalent) or ability to obtain within 6 months of employment • Strong leadership and team management skills • Extensive technical knowledge of computer systems, networks, and enterprise applications • Experience with help desk ticketing systems and support metrics • Excellent verbal and written communication skills • Ability to prioritize tasks and manage competing demands • Strong problem-solving and decision-making abilities • Customer service orientation with a focus on quality • Experience with workforce management and scheduling • Knowledge of ITIL practices and service desk operations • Ability to work in a fast-paced, changing environment • Proficiency with Microsoft Office suite and technical support tools • Experience conducting performance evaluations and providing constructive feedback • Ability to manage stressful situations and maintain composure • Ability to obtain a Public Trust • Associate's or Bachelor's degree in an IT-related field preferred • Experience in government contracting environments • Knowledge of call center or help desk management software • Knowledge of DoD household goods (HHG) processes • Understanding of personal property entitlements • DPS (Defense Personal Property System) module expertise • MilMove module expertise • Experience with remote support technologies • Training or coaching certification • Project management experience • Knowledge of technical writing and documentation standards • Experience with continuous improvement methodologies • Familiarity with change management principles • Experience with budget management • Knowledge of relevant compliance requirements (NIST, FISMA, etc.) • Bilingual capabilities • Experience with data analysis and reporting tools

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) retirement plan • Paid time off • Paid parental leave • Life and disability insurance • Flexible spending accounts • Commuter benefits • Tuition reimbursement