Note: The job is a remote job and is open to candidates in USA. NuAxis Innovations is a federal IT company focused on making customer experience central to government solutions. The Operations Supervisor leads day-to-day Help Desk operations across shifts and support teams by coordinating staffing, monitoring service performance, supervising Help Desk Leads, and resolving operational issues.
Responsibilities
- Lead daily service delivery across assigned shifts and support teams to promote consistent, responsive customer support
- Supervise and coordinate Help Desk Leads, establish daily priorities, and reinforce clear accountability for shift-level execution
- Monitor staffing coverage, technician availability, ticket queues, escalations, backlogs, and service-level agreement performance
- Identify and resolve cross-shift and cross-team operational issues, escalating material risks or resource needs to the Program Manager
- Implement approved operating procedures, service improvements, and changes while minimizing disruption to current operations
- Address recurring quality issues, performance trends, coaching needs, and technician skill gaps
- Coordinate with the Program Manager to confirm operational readiness for new bureau customers, services, workflows, and workloads
- Provide timely operational updates and recommendations to the Program Manager regarding staffing, performance, risks, and corrective actions
Skills
- Experience supervising service desk, help desk, customer support, or comparable multi-shift operations
- Demonstrated ability to coordinate staffing, workloads, escalations, and service performance in a high-volume environment
- Experience leading frontline supervisors or team leads and providing clear direction, coaching, and follow-through
- Working knowledge of ticket management, queue monitoring, service-level agreements, standard operating procedures, and escalation processes
- Strong written and verbal communication, problem-solving, organization, and customer service skills
- Experience supporting a federal government customer or a multi-organization shared-services environment
- Experience with IT service management tools, operational reporting, workforce scheduling, or performance dashboards
- ITIL or other relevant service management certification
Company Overview
Company H1B Sponsorship