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Boeing Logo Boeing · IT - Administration

Senior Technical Support Supervisor

United States, Berkeley Employment contract 119850.00 - 162150.00 USD / Year · Job Posted May 27, 2026
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Job Description

At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us. 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.

Job Responsibility

  • 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

Requirements

  • 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

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 we offer

  • Generous company match to your 401(k)
  • Industry-leading tuition assistance program pays your institution directly
  • Fertility, adoption, and surrogacy benefits
  • Up to $10,000 gift match when you support your favorite nonprofit organizations
  • health insurance
  • flexible spending accounts
  • health savings accounts
  • retirement savings plans
  • life and disability insurance programs
  • paid and unpaid time away from work
  • Potential signing bonus for eligible/qualified external candidates
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