{"id":2612451,"url":"https://alion.io/job/itcfederal-help-desk-supervisor","title":"Help Desk Supervisor","company":{"id":4423576,"name":"ITC Federal","domain":"itcfederal.com","url":"https://alion.io/company/itcfederal","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":91000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":80},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T11:23:27Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T14:46:55Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nJOB TITLE: Help Desk Supervisor\nAGENCY SUPPORTED: U.S. Department of Justice (DOJ) - MEGA 6 Automated Litigation Support\nPOSITION TYPE: Full-Time, Contingent Upon Award\nLOCATION: Remote\nCLEARANCE: 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.\nBENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks’ Paid Time Off\nITC 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.\nWe 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.\nImportant: 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.\nPOSITION OVERVIEW:\nUsually 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.\nPROGRAM CONTEXT:\nThis 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.\nResponsibilities\nRESPONSIBILITIES:\nSupervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.\nAssist in setting up and operating the end-user support program for major applications in support of specific projects.\nSet up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications.\nSet up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules.\nOrganize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees.\nOversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops.\nCoordinate support with office automation support contractors and staff.\nSupervise 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.\nQualifications\nREQUIRED:\nAbility to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application).\nAuthorized to work in the United States.\nAbility to work effectively in a fully remote environment.\nHands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.\nExpert user of the Government’s word processing, spreadsheet, and email systems.\nExcellent oral and written communication skills.\nPREFERRED QUALIFICATIONS:\nAt least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance.\nAt least one year of teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications.\nPrior supervisory experience strongly preferred.\nAt least one year of experience in automated litigation support, and experience with DOJ office automation environments.\nCertain applications may require certification by the software provider.\nUndergraduate degree valued.\nWORK ENVIRONMENT AND PHYSICAL DEMANDS:\nThis is a fully remote position; work is performed from a home office.\nMust be located in or near the Washington, DC area and available for short-notice on-site meetings.\nWork is primarily sedentary, performed while using a computer for extended periods of time.\nITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.","description_format":"text","description_chars":5681,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T11:23:27Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-10-15T17:07:08Z"},"pay":null,"html_url":"https://alion.io/job/itcfederal-help-desk-supervisor","json_url":"https://alion.io/job/itcfederal-help-desk-supervisor.json","meta":{"generated_at":"2026-10-15T17:07:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25897,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4423576},"rest":"https://alion.io/mcp/rest/get_company?id=4423576"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fitcfederal-help-desk-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fitcfederal-help-desk-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fitcfederal-help-desk-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/itcfederal-help-desk-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fitcfederal-help-desk-supervisor"}]}