Company:
The Boeing CompanyThe Boeing Company’s Specialized United States Infrastructure Operations Organization is currently seeking a Senior Technical Support Supervisor to join the team in Berkeley, MO.
As the Technical Support Supervisor, you will lead and inspire the help desk team to deliver prompt, expert technical support that empowers internal users to stay productive and efficient. You will ensure consistent, high-quality incident resolution while maintaining service level agreements (SLAs) and driving continuous process improvements. Your leadership will elevate customer satisfaction and strengthen the foundation of our information technology (IT) support operations. Join us to shape a responsive, customer-focused help desk that fuels organizational success.
Position Responsibilities:
Supervise day-to-day operations of the help desk, including workload management, and helpdesk performance monitoring
Serve as escalation point for complex incidents and ensure timely resolution
Develop, maintain, and enforce help desk procedures, knowledge base articles, and best practices
Track and report on key performance indicators (KPIs) and SLAs (e.g., ticket response/resolution times, customer satisfaction)
Coach and train junior team members, providing hands-on guidance to promote team growth
Coordinate with IT teams (network, systems, applications) for problem resolution and project work
Drive continuous improvement initiatives and user experience enhancements
Basic Qualifications (Required Skills/Experience):
Ability to obtain access to Special Access Programs (SAP)
Active CompTIA Security+ certified (or similar certification meeting DoD Directive 8570.01 Certification Requirements)
3+ years of experience in all aspects of Windows Desktop administration (e.g. application and services, troubleshooting, application configuration, networking, user accounts, Active Directory and/or security)
3+ years of experience in an IT Help Desk position resolving IT issues
3+ years of experience with Agile planning/project management tools (Version One, Jira, etc.)
1+ years of experience developing and implementing process improvements
1+ years of experience leading or managing projects and/or teams
Preferred Qualifications (Desired Skills/Experience):
Bachelor's degree or equivalent work or military experience
Experience with IT Infrastructure supporting desktop, server, storage or network hardware and software component
Experience working with COTS Integration in a Linux or Windows environment
Experience with Scaled Agile Framework or Agile Methodologies
Conflict of Interest:
Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.
Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Pay & Benefits:
At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary pay range: $119,850 – $162,150
Potential signing bonus for eligible/qualified external candidates.
Language Requirements:
Not ApplicableEducation:
Not ApplicableRelocation:
This position offers relocation based on candidate eligibility.Export Control Requirement:
This position must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.Safety Sensitive:
This is not a Safety Sensitive Position.Security Clearance:
This position requires an active U.S. Secret Security Clearance (U.S. Citizenship Required). (A U.S. Security Clearance that has been active in the past 24 months is considered active)Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.Contingent Upon Award Program
This position is not contingent upon program awardShift:
Shift 1 (United States of America)Stay safe from recruitment fraud! The only way to apply for a position at Boeing is via our Careers website. Learn how to protect yourself from recruitment fraud - Recruitment Fraud Warning
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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