Tlingit Haida Tribal Business

Tlingit Haida Tribal Business manages a diverse portfolio of businesses, focusing on providing innovative and affordable solutions while holding 8(a) and HUBZone certifications, aimed at delivering exceptional quality and reliability to its customers.

Professional Services

Industrials

251-1K (720)

Founded 1987

Links

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Technical Support Supervisor

2 hours, 59 minutes ago

United States

Full-time

Senior

Customer Support

Customer and Technical Support

Active Directory Cybersecurity DHCP DNS PowerShell TCP/IP

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Tlingit Haida Tribal Business

Professional Services

251-1K

Founded 1987

View All Jobs

Description

Supervise daily Technical Support Center operations, staffing coverage, workload balancing, queue health, and service-level performance.
Serve as the primary operational escalation point for customer-impacting incidents, priority conflicts, and complex support issues.
Participate in a 24x7 on-call escalation model and coordinate response during critical incidents, outages, and cybersecurity events.
Coach, mentor, evaluate, and develop Technical Support Analysts while supporting hiring, onboarding, training, and performance management.
Provide Tier 2 technical support for Windows endpoints, Microsoft 365, Entra ID, Active Directory, mobile devices, peripherals, remote access, and business applications.
Monitor ticket quality, ownership, prioritization, documentation, aging, resolution, SLA attainment, and customer communications.
Develop and maintain SOPs, knowledge-base content, troubleshooting guides, escalation procedures, and support documentation.
Coordinate with Systems Engineering, Cybersecurity, networking, application teams, vendors, and managed service providers on incidents and corrective actions.
Oversee onboarding, offboarding, endpoint management, asset records, hardware deployment, inventory, and device lifecycle activities.
Support cybersecurity, compliance, change management, major incident reviews, automation, reporting, and continuous service-desk improvement.

Requirements

Bachelor’s degree in IT, Computer Science, Information Systems, Cybersecurity, Business Administration, or a related field, or equivalent education and experience.
At least 7 years of progressively responsible IT support, service desk, desktop, endpoint, or systems support experience.
At least 3 years in a formal supervisory, team-lead, or service-desk leadership role.
Experience managing service desk operations in multi-site, remote, hybrid, or geographically distributed environments.
Strong experience with Windows 10/11, Microsoft 365 Commercial or GCC High, Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Microsoft 365 Apps.
Experience with Active Directory, Microsoft Entra ID, MFA, authentication, access management, and endpoint platforms such as Intune or Configuration Manager.
Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, endpoint security, EDR, encryption, patching, vulnerability remediation, and secure configurations.
Experience with ITSM platforms, ticketing workflows, SLAs, incident and problem management, change management, knowledge management, and service metrics.
Familiarity with NIST SP 800-171, CMMC, FCI, and CUI requirements is strongly preferred.
Active U.S. Government Secret clearance or ability to obtain and maintain the required clearance; U.S. work authorization required.
Ability to participate in after-hours on-call support, complete screening requirements, travel domestically up to 20%, and occasionally lift equipment up to 35 pounds.

Benefits

Annual salary of $110,000–$128,000.
Remote or hybrid work options for candidates near the Colorado or Virginia offices.
Medical, dental, vision, and TRICARE supplemental coverage.
Company-paid life and short-term disability insurance, with optional long-term disability coverage.
Paid leave and a 401(k) retirement plan.
Critical illness insurance, identity theft protection, employee discounts, and wellness seminars.

Interested in this position?

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