Job Title

Position Overview The Service Desk Shift Supervisor oversees a serviceu2011desk shift to ensure end users receive timely, highu2011quality 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 datau2011security expectations. By monitoring performance metrics and recurring issues, the position helps drive process improvements and maintain alignment with enterprise serviceu2011management standards and program objectives. Key Responsibilities + Supervise dayu2011tou2011day serviceu2011desk 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 highu2011impact technical issues, coordinating with higheru2011tier 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 customeru2011satisfaction trends, and recommend actions to address gaps. + Coach and mentor staff on technical troubleshooting, customeru2011service skills, and adherence to serviceu2011desk procedures, policies, and core values, including performance feedback and participation in reviews. + Assist in developing and refining incidentu2011management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency. + Facilitate dayu2011tou2011day management of customer problems, requests, and issues, performing followu2011up with customers to verify satisfaction and address recurring concerns. + Support new business transitions and project work as needed, ensuring serviceu2011desk readiness for new services and maintaining awareness of the customeru2019s business environment. Required Qualifications + High school diploma or GED required; Bacheloru2019s 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 serviceu2011delivery or serviceu2011desk role. + Strong understanding of serviceu2011delivery and serviceu2011desk principles, metrics, and tools, including experience with incident tracking systems and ITILu2011aligned processes. + Demonstrated leadership, communication, and interpersonal skills, with the ability to organize staff, supervise workload, and manage multiple tasks in a fastu2011paced environment. + Proven customeru2011service 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.u2011only federal IT context, with U.S. citizenship as specified. + Willingness and ability to work varying hours and travel 10u201325% as required to support operations and stakeholder engagement. Preferred Qualifications + ITIL Foundation or similar serviceu2011management certification. + Experience supervising a large, multiu2011shift 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 serviceu2011desk teams. + Familiarity with ServiceNow or similar ITSM platforms used for incident, request, and knowledge management. Compensation Ranges 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 compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in