Service Desk Shift Supervisor

Empower AI

. Lead daily operations of a Tier 0/Tier I IT Service Desk and external Knowledge Center supporting approximately 13,000 internal users and thousands of external industry partners .

Posted 10/12/2026full-timeQuantico • Virginia • United StatesSeniorLead💰 $72,160 - $111,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading IT service desk operations, managing performance against SLAs and XLAs, and driving First Contact Resolution. Possesses strong analytical skills for operational reporting and a solid understanding of enterprise ITSM platforms like ServiceNow.

Highest-signal resume keywords

IT Service Desk ManagementSLA and XLA ManagementServiceNow ExpertiseTeam Leadership and CoachingDoD 8570/8140 IAT Level I Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

First Contact ResolutionTicket Aging ManagementPerformance ReportingIncident AnalysisQuality Assurance Programs

Soft Skills

Analytical SkillsInterpersonal CommunicationIndependent JudgmentCoaching and Mentoring

Tools & Technologies

ServiceNowPower BIAI-Enabled Tier 0 Capabilities

Certifications & Qualifications

Active Secret ClearanceDoD 8570/8140 IAT Level I CertificationHDI Support Center ManagerITIL 4 Foundation or Practitioner

Industry Keywords

Enterprise IT Service DeskDepartment of WarDoDIntelligence CommunityNIPRNetSIPRNetJWICSISO/IEC 20000-1

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNowTypeScript

About the role

Key responsibilities & impact

Lead daily operations of a Tier 0/Tier I IT Service Desk and external Knowledge Center supporting approximately 13,000 internal users and thousands of external industry partners
Directly manage service desk analysts across core and extended-hours shifts
Own real-time performance against SLAs and XLAs, drive First Contact Resolution and Tier 0 deflection, and ensure Customer-Confirmed Ticket Closure
Supervise analysts across scheduling, coverage planning, attendance, performance management, coaching, and professional development
Monitor contact volumes, queue health, ticket aging, First Contact Resolution, Tier 0 deflection, and PL1-PL4 SLA adherence; take corrective action
Enforce ticket closure and documentation standards through ticket audits, call reviews, chat reviews, and calibrated feedback
Lead responses to PL1/PL2 critical incidents and coordinate with Tier II, endpoint, communications, and application resolver groups
Analyze incident and request trends, escalation drivers, and customer feedback to identify improvements
Lead contributions to Proactive Problem Management, After-Action Reviews, and Root Cause Analyses
Partner with Knowledge Management on knowledge article and Virtual Agent content development
Prepare performance data and narrative inputs for customer support dashboards and periodic reports; brief management and government stakeholders
Maintain standard operating procedures, onboarding and training programs, and shift handover practices
Support recruiting, interviewing, and clearance onboarding of new analysts
Report to the Senior Service Desk Manager

Requirements

What you’ll need

Bachelor's degree and minimum of 10 years of related experience; Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted
Must be a U.S. Citizen
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification prior to performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP
Demonstrated ability to work independently, analyze problems, determine appropriate action, and exercise discretion and independent judgment
Minimum of 10 years of experience in enterprise IT service desk or end-user support, including at least 3 years supervising or leading a service desk team of 8 or more analysts
Experience managing SLAs, XLAs, and KPIs including First Contact Resolution, average speed to answer, ticket aging, CSAT, and Customer Effort Score
Expert knowledge of an enterprise ITSM platform such as ServiceNow, including reporting, dashboards, and queue management
Experience running quality assurance programs, coaching analysts, and managing performance and attendance
Experience supervising multi-shift or extended-hours operations and coordinating on-call coverage
Strong analytical skills and experience preparing operational performance reports and briefings
Excellent written, verbal, and interpersonal communication skills
Desired: HDI Support Center Manager, ITIL 4 Foundation or Practitioner, or equivalent service management certification
Desired: Experience supporting Department of War, DoD, or Intelligence Community IT environments and working across NIPRNet, SIPRNet, and JWICS enclaves
Desired: Experience deploying or operating AI-enabled Tier 0 capabilities and measuring ticket deflection
Desired: Experience supporting external customer help desks and publicly accessible support channels
Desired: Experience with Power BI or similar dashboard tools
Desired: Familiarity with ISO/IEC 20000-1 service management systems

Benefits

Comp & perks

Military Friendly Employer recognition and support for active-duty and veteran employees
Total compensation package
Professional development
Up to 10% travel opportunity