Shift Supervisor – IT Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise Tier 1 and Tier 2 personnel during designated shifts

• Manage ticket queues, allocate tasks, and ensure resolutions adhere to SLA requirements

• Oversee escalations to Tier 3 or specialized teams as necessary

• Monitor the quality of tickets, accuracy of documentation, and compliance with SOPs and ITIL processes

• Provide coaching, mentoring, and technical assistance during shifts

• Conduct daily briefings, handoff reports, and updates on incidents

• Track shift-level KPIs, performance trends, and operational risks effectively

• Assist in onboarding and ongoing training of new team members

• Ensure compliance with secure IT support practices in high-security DoD environments

• Stay informed about emerging issues, high-impact incidents, and priority tickets

• Help create, update, and enforce SOPs, knowledge articles, and troubleshooting workflows

• Participate in incident response support, documentation, and communication efforts

• Support continuous improvement initiatives aimed at enhancing customer experience and ticket resolution times

⛳️ Requirements

• Must possess an active Secret clearance

• Associate’s degree in Information Technology, Computer Science, or a related technical discipline

• At least 5 years of experience in IT service desk, desktop support, or IT operations

• Proven experience supervising or leading Tier 1 or Tier 2 support teams

• Experience in managing ticket queues, escalations, and environments driven by SLA

• Background in performing ticket quality reviews and enforcing SOP or ITIL-aligned processes

• Experience providing coaching, mentoring, or technical guidance to junior IT personnel

• Proficiency in ITSM tools such as ServiceNow, Remedy, or Jira Service Management

• Strong understanding of ITIL v4 processes, including incident, request, and problem management

• Knowledge of troubleshooting user accounts, access issues, applications, and endpoint devices

• Familiarity with secure federal/DoD IT support practices and Tier 1–2 operational workflows

• Required ITIL v4 Foundation certification

• Strong leadership and communication skills for managing distributed technical teams

• Excellent customer service skills and professional interaction with end users

• Ability to manage real-time operations, adjusting priorities, and handling high-volume workloads

• Strong attention to detail, documentation discipline, and compliance with SOPs

• Ability to coach and mentor junior staff while maintaining performance standards

🏝️ Benefits

• Regular full-time employment

• Fully remote work arrangement