Supervisory Technical Support Representatives (REMOTE)

Koniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, is seeking a Supervisory Technical Support Representatives to support KTIS and our government customer. This position requires the candidate to be able to obtain a Public Trust. This is a remote position. 

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag Technology and Infrastructure Solutions (KTIS) is seeking experienced Supervisory Technical Support Representatives to lead our contact center support team. The ideal candidates will have a strong leadership skills and a customer-focused approach. These supervisors will be responsible for managing technical support staff, ensuring quality service delivery, and driving continuous improvement in our support operations. 

Essential Functions, Responsibilities & Duties may include, but are not limited to:
The Supervisory Technical Support Representative will oversee daily support operations and lead a team of technical support representatives. Principal responsibilities will include but are not limited to:

Supervise, coach, and mentor a team of technical support staff providing first-level and second-level technical support

Monitor team performance against established KPIs and service level agreements

Coordinate daily activities, manage schedules, and allocate resources to meet service demands

Review and evaluate the quality of technical support provided by team members

Provide feedback, training, and developmental guidance to team members

Participate in hiring, onboarding, and performance evaluation processes

Handle escalated customer issues and complex technical problems

Create and maintain technical documentation, knowledge base articles, and support procedures

Generate regular reports on team performance, ticket metrics, and customer satisfaction

Identify trends and recurring issues to develop proactive solutions

Collaborate with other departments to resolve cross-functional challenges

Implement and maintain quality assurance processes

Stay current with emerging technologies and industry best practices

Ensure compliance with organizational policies and security protocols

Serve as a technical resource for the team by providing guidance on complex issues

Education and Experience:

High School Diploma or GED required (Associate's or Bachelor's degree in IT-related field preferred)

5-7 years of technical support experience, with at least 2 years in a supervisory capacity

Demonstrated experience in managing technical support teams

Proven track record of successful customer service delivery in a technical environment

HDI Support Center Team Lead (or equivalent) or ability to obtain within 6 months of employment

Required Skills and Competencies:

Strong leadership and team management skills

Extensive technical knowledge of computer systems, networks, and enterprise applications

Experience with help desk ticketing systems and support metrics

Excellent verbal and written communication skills

Ability to prioritize tasks and manage competing demands

Strong problem-solving and decision-making abilities

Customer service orientation with a focus on quality

Experience with workforce management and scheduling

Knowledge of ITIL practices and service desk operations

Ability to work in a fast-paced, changing environment

Proficiency with Microsoft Office suite and technical support tools

Experience conducting performance evaluations and providing constructive feedback

Ability to manage stressful situations and maintain composure

Desired Skills and Competencies:

Associate's or Bachelor's degree in Computer Science, Information Technology, or related field

Experience in government contracting environments

Knowledge of call center or help desk management software

Knowledge of DoD household goods (HHG) processes

Understanding of personal property entitlements

DPS (Defense Personal Property System) module expertise

MilMove module expertise

Experience with remote support technologies

Training or coaching certification

Project management experience

Knowledge of technical writing and documentation standards

Experience with continuous improvement methodologies

Familiarity with change management principles

Experience with budget management

Knowledge of relevant compliance requirements (NIST, FISMA, etc.)

Bilingual capabilities

Experience with data analysis and reporting tools

Security  Requirement:

Ability to obtain a Public Trust 

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
 
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions.

KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
 
Equal Opportunity Employer/Veterans/Disabled.

Shareholder Preference in accordance with Public Law 88-352