IT Service Desk Shift Lead – Army Ops & VIP Support

VAE, Inc.; Springfield (VA); Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

VAE, Inc. in VA US is seeking a Shift Supervisor/Manager to lead Tier 2/3 Service Desk personnel on an assigned shift, overseeing day-to-day enterprise IT and unified communications support on Army installations.

You will manage ticket workload, serve as on-shift escalation point for incidents and outages, coordinate with engineering and OEM support, and ensure clean shift turnover within DISA STIG and change-management requirements.

Formación

• Experience supervising or leading a fully operational service desk/help desk across multiple/enterprise environments.

Responsabilidades

• Lead Tier 2/3 Service Desk personnel during the assigned shift and assign tickets to meet SLA targets.
• Serve as the on-shift escalation point for incidents, service requests, and VIP or senior leader support.
• Lead major outage response with coordination across Tier 3 engineering, Army, and OEM support; provide updates and post-incident reviews.
• Conduct shift turnover briefings and maintain shift logs and significant-event reports.
• Monitor queue health and SLA performance; report trends and risks to leadership.
• Ensure compliance with SOPs, change management, and STIG requirements for every system change.
• Manage shift schedules, attendance, timekeeping, leave coverage, and on-call rotation.
• Coach shift personnel and maintain knowledge base accuracy.
• Identify recurring issues and drive problem management and continuous improvement.

Conocimientos

Shift leadership

Team supervision

Incident management

ITIL processes

Clear communication

Security+ or DoD 8570

Herramientas

ServiceNow

Remedy

Descripción del empleo

VAE, Inc. in VA US is seeking a Shift Supervisor/Manager to lead Tier 2/3 Service Desk personnel on an assigned shift, overseeing day-to-day enterprise IT and unified communications support on Army installations.

You will manage ticket workload, serve as on-shift escalation point for incidents and outages, coordinate with engineering and OEM support, and ensure clean shift turnover within DISA STIG and change-management requirements.