Service Desk Shift Supervisor - Remote Eligible

Service Desk Shift Supervisor

The Service Desk Shift Supervisor oversees a service-desk shift to ensure end users receive timely, high-quality support for incidents and service requests. The role manages ticket queues, staff assignments, and escalations so response and resolution targets are consistently met in a federal IT environment.

The supervisor coaches analysts on troubleshooting practices, customer service, and adherence to documented procedures and data-security expectations. By monitoring performance metrics and recurring issues, the position helps drive process improvements and maintain alignment with enterprise service-management standards and program objectives.

Key Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with agreed service levels.
• Assign and monitor work across analysts to balance workload, maintain responsiveness, and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex or high-impact technical issues, coordinating with higher-tier support and other IT teams and taking customer calls directly when needed.
• Track and report key performance indicators such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends, and recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer-service skills, and adherence to service-desk procedures, policies, and core values, including performance feedback and participation in reviews.
• Assist in developing and refining incident-management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency.
• Facilitate day-to-day management of customer problems, requests, and issues, performing follow-up with customers to verify satisfaction and address recurring concerns.
• Support new business transitions and project work as needed, ensuring service-desk readiness for new services and maintaining awareness of the customer's business environment.

Required Qualifications

• High school diploma or GED required; Bachelor's degree in IT, Business Administration, Management, or a related field preferred, or equivalent relevant experience.
• 4-7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience (team lead or supervisor) in a service-delivery or service-desk role.
• Strong understanding of service-delivery and service-desk principles, metrics, and tools, including experience with incident tracking systems and ITIL-aligned processes.
• Demonstrated leadership, communication, and interpersonal skills, with the ability to organize staff, supervise workload, and manage multiple tasks in a fast-paced environment.
• Proven customer-service orientation, including the ability to remain calm and courteous during periods of high volume or stress and to work effectively with a broad range of experience levels.
• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.-only federal IT context, with U.S. citizenship as specified.
• Willingness and ability to work varying hours and travel 10–25% as required to support operations and stakeholder engagement.

Preferred Qualifications

• ITIL Foundation or similar service-management certification.
• Experience supervising a large, multi-shift service desk in a federal or large enterprise environment, including responsibility for metrics, quality, and continuous improvement.
• Background developing and delivering training, documentation, and knowledge articles for service-desk teams.
• Familiarity with ServiceNow or similar ITSM platforms used for incident, request, and knowledge management.