Army IT Service Desk Shift Lead

VAE, Inc.; Virginia; On-site; USD 100,000 - 150,000; Full time

Job summary

VAE, Inc. is seeking a Shift Supervisor/Manager to lead Tier 2/3 Service Desk personnel on a U.S. Army installation. You will manage ticket workloads, serve as on-shift escalation, coordinate major outages, and ensure changes stay within DISA STIG and change-management controls.

You will supervise technicians, maintain shift logs, monitor SLA metrics, and drive continuous improvements while ensuring compliance with SOPs and security standards.

Qualifications

• Experience supervising a service desk across multiple environments.
• Hands-on enterprise IT/UC or network support to guide troubleshooting.
• Familiar with ITIL incidents, problems, and change management processes.
• Experience with ticketing systems and SLA-driven support (e.g., ServiceNow, Remedy).
• Clear communication with end users, technical teams, and government leadership.

Responsibilities

• Supervise Tier 2/3 Service Desk during shifts, balancing workload to meet SLA targets.
• Serve as the on-shift escalation point for incidents and requests, ensuring timely ownership and resolution.
• Lead major outage responses with triage and coordination with engineering and OEM support.
• Conduct shift turnover briefings and maintain accurate shift logs and reports.
• Monitor queue health and service metrics, reporting trends and risks to leadership.
• Ensure compliance with SOPs, change management, and STIG configuration standards for changes.
• Manage shift schedules, attendance, timekeeping, leave coverage, and on-call rotation.
• Coach shift personnel and review knowledge base articles for accuracy and completeness.
• Identify recurring issues and drive process improvements across shifts.

Skills

Shift leadership

Team supervision

Incident & outage management

SLA management

Clear communication

Education

DoD 8140/8570-compliant certification

Security clearance

Tools

ServiceNow

Remedy

Ticketing systems

Job description

VAE, Inc. is seeking a Shift Supervisor/Manager to lead Tier 2/3 Service Desk personnel on a U.S. Army installation. You will manage ticket workloads, serve as on-shift escalation, coordinate major outages, and ensure changes stay within DISA STIG and change-management controls.

You will supervise technicians, maintain shift logs, monitor SLA metrics, and drive continuous improvements while ensuring compliance with SOPs and security standards.