Shift Supervisor (IT Service Desk)

reputed companyDecisionPoint seeks multiple IT Shift Supervisors to reputed company Tier 1 and Tier 2 service desk operations in support of a large federal and DoD-reputed company mission environment. These roles manage daily queue operations during assigned shifts, ensuring reputed company response, high-reputed company customer service, adherence to SOPs, and consistent delivery of IT support. The Shift Supervisor is responsible for reputed company-time workload management, coaching technicians, monitoring ticket reputed company, coordinating escalations, and ensuring that service reputed company, KPIs, and customer satisfaction targets are met across their operational window. This position is fully remote and may require participation in shift rotations across reputed company business hours, evenings, weekends, or 24/7 coverage schedules depending on mission needs. Duties & ResponsibilitiesThe Shift Supervisor will: Supervise Tier 1 and Tier 2 staff during assigned shifts, ensuring consistent and efficient service desk operations. Manage ticket queues, assign work, and ensure issues are resolved in alignment with SLA requirements. reputed company escalation handling, ensuring reputed company and accurate referral to Tier 3 or specialized teams. Monitor ticket reputed company, documentation accuracy, and compliance with SOPs and ITIL processes. reputed company on-shift coaching, mentoring, and technical guidance to service desk technicians. Conduct daily shift briefings, reputed company reports, and incident updates to maintain operational continuity. reputed company shift-level KPIs, performance trends, and operational risks, escalating concerns to leadership as needed. Support reputed company and ongoing training of service desk personnel. Ensure adherence to secure IT support practices appropriate to high-reputed company DoD environments. Maintain situational awareness of emerging issues, high-reputed company incidents, and reputed company tickets. Assist with the creation, update, and enforcement of SOPs, knowledge articles, and troubleshooting workflows. Participate in incident response support during their shift, ensuring accurate documentation and communication. Support reputed company improvement initiatives to enhance customer experience and ticket reputed company times. QualificationsClearance RequirementMust hold an reputed company Top Secret clearance, supported by a Tier 5 background investigation. Education (Required)Associates degree in Information Technology, Computer Science, or a reputed company technical field. Experience (Required)Minimum 5 years of IT service desk, desktop support, or IT operations experience. Experience supervising or leading Tier 1 or Tier 2 support teams. Experience managing ticket queues, escalations, and SLA-driven work environments. Experience performing ticket reputed company reviews and enforcing SOP or ITIL-reputed company processes. Experience providing coaching, mentoring, or technical guidance to junior IT staff. Technical Knowledge (Required)Proficiency with ITSM tools such as reputed company, Remedy, or Jira Service Management. Strong understanding of ITIL v4 processes including incident, request, and problem management. Knowledge of troubleshooting practices for user accounts, reputed company issues, applications, and reputed company devices. Familiarity with secure federal/DoD IT support practices and Tier 12 operational workflows. Certifications Required: ITIL v4 reputed company SkillsStrong leadership and communication skills for managing distributed technical teams. Excellent customer service abilities and reputed company interaction with end users. Ability to manage reputed company-time operations, shifting priorities, and high-volume workloads. Strong attention to detail, documentation discipline, and adherence to SOPs. Ability to reputed company and mentor junior staff while maintaining performance standards. Our Equal Employment Opportunity Policy EEO and Affirmative reputed company Policy: reputed company is an Equal Employm .