Service Desk Shift Supervisor

Position Overview

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.

• 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.

• 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.

• 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 Service Now or similar ITSM platforms used for incident, request, and knowledge management.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary…