Help Desk Supervisor with Security Clearance

Zachary Piper Solutions is seeking a Helpdesk Shift Supervisor to support a federal program. This position is fully on-site in Colorado Springs, CO. The Helpdesk Shift Supervisor will lead a team of support specialists while providing Tier 2 technical support and ensuring 24/7 operational readiness of critical systems. Responsibilities for the Helpdesk Shift Supervisor include:

• Lead and supervise Tier 1 Support Specialists, serving as the primary escalation point for technical and operational issues
• Provide Tier 2 support for hardware, software, network, and application-related incidents while ensuring timely resolution through ticketing systems
• Manage team scheduling, resource allocation, workload distribution, and 24x7 operational coverage
• Develop and maintain SOPs, knowledge base articles, training materials, and technical documentation to improve support efficiency
• Monitor operational performance, conduct coaching and mentorship activities, and drive continuous process improvement through innovation and optimization initiatives Required Qualifications for the Helpdesk Shift Supervisor include:
• 7+ years of experience in Help Desk, Service Desk, IT Support, Call Center Operations, or customer support environments
• Experience supporting enterprise hardware, software, network troubleshooting, ticket management systems, and incident response processes
• Strong leadership, team supervision, mentoring, coaching, escalation management, and operational planning skills
• Experience creating technical documentation, SOPs, knowledge base articles, and training materials
• Ability to work rotating schedules including 1st, 2nd, 3rd, and Panama shifts based on operational requirements
• Active Secret Clearance required Compensation for the Helpdesk Shift Supervisor includes:
• Salary Range: Competitive salary depending on experience
• Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick Leave as required by law This job was posted on November 11, 2026 and will be open for 30 days.

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