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Supervisory Technical Support Representatives
Koniag Government Services. Oversee daily support operations and lead a team of technical support representatives .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive technical knowledge of computer systems, networks, and enterprise applications while effectively leading and mentoring a technical support team. Proven ability to manage performance metrics, ensure customer satisfaction, and implement quality assurance processes in a fast-paced environment.
Highest-signal resume keywords
Technical Support ManagementLeadership SkillsCustomer Service OrientationITIL PracticesHelp Desk Ticketing Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Support ExperienceComputer Systems KnowledgeNetwork ExpertiseEnterprise Applications KnowledgeData Analysis and Reporting ToolsTechnical WritingContinuous Improvement MethodologiesBudget ManagementRemote Support TechnologiesHelp Desk Management Software
Soft Skills
Verbal Communication SkillsWritten Communication SkillsProblem-Solving AbilitiesDecision-Making SkillsAbility to Manage Stressful Situations
Tools & Technologies
Microsoft Office SuiteHelp Desk Ticketing SystemsWorkforce Management ToolsTechnical Support ToolsPerformance Evaluation Tools
Certifications & Qualifications
HDI Support Center Team LeadTraining or Coaching CertificationPublic Trust Eligibility
Industry Keywords
Government ContractingDoD Household Goods ProcessesPersonal Property EntitlementsNIST ComplianceFISMA Compliance
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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