Service Center IT Support Shift Lead; BIT

Service Center It Support Shift Lead (Bit)

The Service Center IT Support Shift Lead (BIT) serves as the secondary operational leader for the ISC, providing oversight, coordination, and personnel management support for day-to-day service desk operations. Acting as the direct deputy to the Service Operations Manager, this role is responsible for ensuring operational continuity, workforce accountability, service quality, and effective execution of ISC support functions across all shifts.

The Service Center IT Support Shift Lead provides leadership and direction to ISC personnel while maintaining situational awareness of operational workloads, staffing, queue health, and customer-impacting issues. This role is responsible for supporting employee performance management activities, coordinating operational priorities, improving service delivery processes, and ensuring alignment between frontline operations and program leadership objectives. Success in this role is defined by the ability to drive operational efficiency, maintain SLA compliance, support workforce development, and ensure consistent delivery of high-quality customer support in a dynamic mission environment.

The Deputy Operations Lead serves as a key liaison between frontline account management staff, technical teams, site leadership, and ISC program management to ensure effective communication, accountability, and operational readiness.

Operations & Queue Management

• Oversee day-to-day ISC operations, ensuring all Help Now queues are actively managed, and tickets are assigned, progressed, and resolved in accordance with SLA requirements
• Monitor operational workload, staffing levels, and queue health, adjusting assignments and coverage as needed to maintain service continuity and operational efficiency
• Serve as an escalation point for complex, high-priority, or customer-impacting incidents before engagement with Tier 2 or specialized technical teams
• Identify operational bottlenecks, recurring issues, and service trends, coordinating with leadership to implement process improvements and enhance service delivery
• Support cross-functional coordination between ISC, MIT, IO, and other program teams to ensure effective communication and issue resolution

Service Desk & Customer Support

• Support frontline account management service desk operations across phone, email, chat, and walk-up channels, ensuring timely and professional customer support
• Perform or oversee incident triage, troubleshooting, escalation, and resolution activities across mission and enterprise infrastructure platforms
• Ensure accurate ticket documentation, operational tracking, and adherence to established customer service and SLA standards
• Maintain situational awareness of operational issues and communicate priority concerns, outages, or service impacts to leadership and stakeholders as appropriate

Personnel Leadership & Workforce Management

• Provide day-to-day leadership, guidance, and oversight for ISC personnel across all operational shifts
• Support personnel management activities including performance evaluations, merit recommendations, attendance oversight, corrective actions, and employee development initiatives in coordination with leadership
• Lead onboarding, training, coaching, and cross-training efforts to strengthen workforce capability and operational readiness
• Assist with workforce planning, scheduling, staffing coordination, and employee engagement efforts to ensure adequate operational coverage and team effectiveness
• Foster a professional, collaborative, and customer-focused team environment centered on accountability and continuous improvement

Reporting & Program Support

• Contribute operational updates, queue status, and service metrics to program leadership and daily operational standups
• Support SLA reporting, trend analysis, and operational performance tracking by providing accurate shift-level reporting and identifying risks or anomalies
• Participate in policy, procedure, and knowledge base development efforts to improve operational consistency and service effectiveness

• Active TS/SCI with Polygraph (mandatory)

• Current DoD 8570 IAT Level II…