Koniag Government Services · 1 day ago
Supervisory Technical Support Representatives (REMOTE)
United States
Full-time
Remote
Senior Level
5+ years expKoniag Technology and Infrastructure Solutions is seeking a Supervisory Technical Support Representative to lead their contact center support team. The role involves managing technical support staff, ensuring quality service delivery, and driving continuous improvement in support operations.
EnterpriseGovernmentProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
Supervise, coach, and mentor a team of 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
Qualification
Required
High School Diploma or GED required
5-7 years of technical support experience, with at least 2 years in a supervisory capacity
Demonstrated experience in 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
Preferred
Associate's or Bachelor's degree in Computer Science, Information Technology, or related field
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
Health, dental and vision insurance
401K with company matching
Flexible spending accounts
Paid holidays
Three weeks paid time off
Company
Koniag Government Services
Koniag Government Services is a Professional Services and Operational Management to Federal Government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Wideman
Chief Executive Officer
Jack Wise
SVP Business Development Lifecycle
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