[Hiring] Shift Supervisor (IT Service Desk) @DecisionPoint | Cortek

Role Description

DecisionPoint seeks multiple IT Shift Supervisors to oversee Tier 1 and Tier 2 service desk operations in support of a large federal and DoD-aligned mission environment. These roles manage daily queue operations during assigned shifts, ensuring timely response, high-quality customer service, adherence to SOPs, and consistent delivery of IT support.

The Shift Supervisor is responsible for real-time workload management, coaching technicians, monitoring ticket quality, coordinating escalations, and ensuring that service levels, KPIs, and customer satisfaction targets are met across their operational window. This position is fully remote and may require participation in shift rotations across standard business hours, evenings, weekends, or 24/7 coverage schedules depending on mission needs.

Duties & Responsibilities

• 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.
• Oversee escalation handling, ensuring timely and accurate referral to Tier 3 or specialized teams.
• Monitor ticket quality, documentation accuracy, and compliance with SOPs and ITIL processes.
• Provide on-shift coaching, mentoring, and technical guidance to service desk technicians.
• Conduct daily shift briefings, handoff reports, and incident updates to maintain operational continuity.
• Track shift-level KPIs, performance trends, and operational risks, escalating concerns to leadership as needed.
• Support onboarding and ongoing training of service desk personnel.
• Ensure adherence to secure IT support practices appropriate to high-security DoD environments.
• Maintain situational awareness of emerging issues, high-impact incidents, and priority 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 continuous improvement initiatives to enhance customer experience and ticket resolution times.

Qualifications

• Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
• Associate’s degree in Information Technology, Computer Science, or a related technical field.
• 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 quality reviews and enforcing SOP or ITIL-aligned processes.
• Experience providing coaching, mentoring, or technical guidance to junior IT staff.
• Proficiency with 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 practices for user accounts, access issues, applications, and endpoint devices.
• Familiarity with secure federal/DoD IT support practices and Tier 1–2 operational workflows.
• Experience supporting IL5 or other high-security DoD environments (preferred).
• Knowledge of remote support utilities and enterprise device management tools (preferred).
• Experience supporting cloud-based enterprise systems (preferred).
• ITIL v4 Foundation certification (required).
• CompTIA Security+, HDI Team Lead or HDI Support Center Analyst, Microsoft, AWS, or other vendor certifications relevant to user support (preferred).

Skills

• Strong leadership and communication skills for managing distributed technical teams.
• Excellent customer service abilities and professional interaction with end users.
• Ability to manage real-time operations, shifting priorities, and high-volume workloads.
• Strong attention to detail, documentation discipline, and adherence to SOPs.
• Ability to coach and mentor junior staff while maintaining performance standards.