Job Description
Job Description
We are seeking an experienced and service-oriented Help Desk Supervisor to lead on-site technical support operations in a mission-driven environment. This role combines hands-on technical expertise with team leadership responsibilities, ensuring high-quality support for end users, website systems, databases, and office technology infrastructure.
The ideal candidate is a strong communicator and technical problem-solver who can supervise support staff, maintain service standards, and ensure data accuracy and cybersecurity compliance across all supported systems.
Key Responsibilities
Team Leadership & Oversight
- Supervise daily help desk operations, ensuring timely and effective resolution of technical issues.
- Provide guidance, mentorship, and direction to technical support staff.
- Monitor workload distribution and service performance to maintain high customer service standards.
- Develop and deliver user training related to supported systems and applications.
Website & Data Systems Management
- Oversee updates and maintenance of a public-facing website, ensuring visually appealing presentation and data accuracy.
- Ensure scheduled and data-driven website updates are completed accurately and on time.
- Support the adoption and management of new data systems to improve operational efficiency.
Reporting & Database Support
- Oversee and assist in the creation and execution of daily, weekly, monthly, and quarterly reports.
- Provide advanced technical support to users of internal database systems.
- Assist in testing database functionality following upgrades, patches, or fixes.
End-User & Technical Support
- Serve as senior escalation point for technical issues requiring advanced troubleshooting.
- Provide hands-on support for office automation systems, hardware, and software.
- Coordinate with Department technical staff to address network, telecommunications, and system-related issues.
- Ensure routine maintenance and troubleshooting of office technical equipment.
Security & Compliance
- Promote and enforce best practices related to cybersecurity, data protection, and privacy.
- Ensure all systems and processes comply with applicable government IT standards and policies.
Basic Qualifications
- Bachelor’s degree (or equivalent experience).
- 2+ years of experience providing direct end-user support, including phone and on-site assistance (supervisory experience preferred).
- At least one year of experience teaching or training users on computer applications (database, imaging, or automated litigation support applications preferred).
- Strong proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
- Experience with Drupal, Microsoft Teams/Teams Apps, and SharePoint (administrative role).
- Hands-on familiarity with network, telecommunications, and operating systems environments.
- Expert-level knowledge of word processing, spreadsheet, and email systems.
- Excellent written and verbal communication skills.
- U.S. Citizenship required and ability to obtain a Public Trust clearance.
Preferred Qualifications
- Prior supervisory experience strongly preferred.
- Experience working in a Government and/or Litigation Support environment.
- Knowledge of government IT environments, including office automation networks and server-based applications.
- Experience with payroll systems and financial management systems.
- At least one year of experience in automated litigation support.
- Experience in office automation environments highly desirable.
What We’re Looking For
- A hands-on leader who balances technical expertise with strong customer service.
- Strong organizational and prioritization skills in a fast-paced environment.
- Commitment to data integrity, system reliability, and user satisfaction.
- Ability to communicate complex technical concepts clearly to non-technical audiences.
The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women’s Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.