Help Desk Supervisor

Overview

JOB TITLE: Help Desk Supervisor

AGENCY SUPPORTED: U.S. Department of Justice (DOJ) – MEGA 6 Automated Litigation Support

POSITION TYPE: Full-Time, Contingent Upon Award

LOCATION: Remote

CLEARANCE: Public Trust – Candidates do not need to be cleared at the time of application but must be able to obtain and maintain a Public Trust clearance prior to starting.

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

ITC Federal , LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security. We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers an outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

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.

Important: This opening is being established in connection with the MEGA 6 contract vehicle award itself. ITC Federal must still be awarded individual task orders under the vehicle before employees can be onboarded. Accordingly, this position is full-time and contingent upon both contract award and the award of the applicable task order.
POSITION OVERVIEW:

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.
PROGRAM CONTEXT:

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, 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.
Responsibilities
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
REQUIRED:

- Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to b