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 perform…