Supervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users
Assist in setting up and operating the end-user support program for major applications in support of specific projects
Set up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications
Set up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules
Organize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees
Oversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops
Coordinate support with office automation support contractors and staff
Supervise 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

Ability 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)
Authorized to work in the United States
Ability to work effectively in a fully remote environment
Hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported
Expert user of the Government’s word processing, spreadsheet, and email systems
Excellent oral and written communication skills
At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance
At least one year of teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications
Prior supervisory experience strongly preferred
At least one year of experience in automated litigation support, and experience with DOJ office automation environments
Certain applications may require certification by the software provider
Undergraduate degree valued

Help Desk Supervisor

Key skills