NANA Regional Corporation Help Desk/Call Center Supervisor (Top Secret Clearance) in Fredericksburg, Virginia

Help Desk/Call Center Supervisor (Top Secret Clearance)


Synteras is a proven provider of strategy and technology services to the federal government. Key focus areas include network operations, systems engineering, cyber security, enterprise architecture, and agile software development. Synteras specializes in accelerated development to help agencies continually optimize their key business processes and become more responsive to strategic mission objectives.


Supervises contract Help Desk/Call Center Operators who staff the TRG.

Ensures team contract personnel answer and processes calls and emails from users for NDCAC services or issues. Coordinates with the PM and TL to ensure team contract personnel have resolved the issue or provided a solution.

Make recommendations, if needed for improvement or corrective action.

Assist PM and TL with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics. Manage, log, track, monitor, and reports on all issues and problems using a ticketing and reporting system.

Assists team contract personnel and end user with general troubleshooting, accessing NDCAC services and support; Conducts performance reviews of team contract personnel Help Desk/Call Center Operators; Documents performance reviews and if necessary initiates and monitors performance improvement plans of contract personnel; Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions; provides network troubleshooting and support; may participate in the administration and design of websites/SharePoint sites.

Acts as the first POC to interact with the NDCAC’s federal, state and local LEO contacting the NDCAC for assistance.

Provide phone and email support to Federal, State and Local LEOs requesting assistance. Evaluates requests for assistance and provides appropriate level of help to the LEO until the issue is resolved or the question answered.

These requests for assistance may be received via phone calls, emails or in person from LEOs within the NDCAC. Provides assistance by disseminating appropriate LES information to LEOs and directing recourses which include; CSP points of contact, best practices, white papers, processes and procedures.

Assist other NDCAC personnel with problems or issues.

Support the tiered Help Desk architecture.


Basic Qualifications

Must have at least five (5) years of supervisory experience directly related to help desk operations and computer network support.

A minimum of three (3) years’ experience in IT help desk operations with familiarity in troubleshooting, operating and maintaining IT systems. This experience must include:

Daily supervision of help desk staff

Also requires thorough knowledge of the principles, methods and techniques used in managing a help desk, computer/network troubleshooting and support as well as active directory enterprise and MS software suites (i.e., MS SharePoint, Word, Excel, etc.)

In addition, requires competence in help desk operations analysis and technical writing to support SOP creation and documentation.

Require excellent analytical skills and technical competence.

Possesses good, positive and customer oriented attitude along with excellent oral and written communications skills. In depth knowledge of IT help desk SOP and Information Security best practices.

Experience with implementing and managing CALEA voice and broadband related ELSUR solutions knowledge of CALEA protocols, intercept solutions and commercial CALEA collection systems; communications application providers, SMS replacement services; unmanaged VoIP services knowledge and experience regarding the lawful intercept processes and procedures for Federal, State and/or local LEAs, is highly desirable.

Generating statistical reports on help desk operations

Personnel scheduling for various shifts to ensure adequate coverage.

Troubleshooting common desk-top PC and mobile device hardware and operating systems,

Extensive experience with communications technology research, analysis and documentation.Providing technical analyses in; Internet and networking technologies, electronic surveillance systems, telecommunications.

Intelligence/analytical and/or investigative experience specific to social media research and analysis involving criminal investigations.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.


We are Equal Opportunity Employers. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at or 571-353-7053.The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance.Please do not use the dedicated phone number above to call on the status of your job application if you do not require accessibility assistance or an accommodation.Reasonable accommodation requests are considered on a case-by-case basis.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Information Technology

Primary Location: US-VA-Fredericksburg

Schedule: Full-time

Shift: Day Job

Req ID: SYN00381