Boeing
SeniorTechnicalSupportSupervisor
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Supervisor at Boeing. Skills: Technical Support, Help Desk Management, Process Improvement, Team Leadership. Supervise day-to-day operations of the help desk. Serve as escalation point for complex incidents”
What You'll Achieve.
prompt, expert technical support; consistent, high-quality incident resolution; maintaining service level agreements (SLAs); driving continuous process improvements; elevate customer satisfaction; strengthen the foundation of our information technology (IT) support operations; shape a responsive, customer-focused help desk; ticket response/resolution times; customer satisfaction
Industry & Context.
incident resolution
Ability to obtain access to Special Access Programs (SAP), U. S. Secret Security Clearance, U. S. Citizenship Required
What They're Looking For.
Must Have
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, 3+ years of experience in an IT Help Desk position resolving IT issues, 3+ years of experience with Agile planning/project management tools, 1+ years of experience developing and implementing process improvements, 1+ years of experience leading or managing projects and/or teams
Nice to Have
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
What You'll Do.
Supervise day-to-day operations of the help desk
Serve as escalation point for complex incidents
and enforce help desk procedures
Track and report on key performance indicators (KPIs)
Coach and train junior team members
Coordinate with IT teams for problem resolution
Drive continuous improvement initiatives
How You'll Work.
Team & Collaboration
Coordinate with IT teams (network, systems, applications) for problem resolution and project work
Process & Methodology
Agile planning/project management tools, leading or managing projects
Full Job Description
Senior Technical Support Supervisor **Sign on Bonus Potential** **Company:** The Boeing Company The 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
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