Remote IT Service Desk Shift Supervisor

DecisionPoint Corporation; Reston (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint Corporation is seeking multiple IT Shift Supervisors to oversee Tier 1 and Tier 2 service desk operations in a federal-aligned mission environment. This remote role requires real-time workload management, coaching technicians, monitoring ticket quality, and ensuring SLAs and KPIs are met during assigned shifts, which may include evenings or 24/7 rotations depending on mission needs.

Candidates must hold an active Top Secret clearance and an Associate's degree in Information

Qualifications

• 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 ITIL-aligned processes.
• Experience providing coaching, mentoring, or technical guidance to junior IT staff.

Responsibilities

• Supervise Tier 1 and Tier 2 staff during assigned shifts, ensuring consistent service desk operations.
• Manage ticket queues, assign work, and ensure issues meet SLA requirements.
• Oversee escalations to Tier 3 or specialized teams.
• Monitor ticket quality and ITIL-aligned process adherence.
• Provide on-shift coaching and technical guidance to technicians.
• Conduct daily shift briefings and incident updates.
• Track KPIs and operational risks, escalating as needed.
• Support onboarding and continuous training of staff.
• Ensure secure DoD IT support practices within high-security environments.
• Maintain awareness of high-priority incidents and priority tickets.
• Assist in creating and enforcing SOPs and troubleshooting workflows.
• Participate in incident response during shifts.
• Support continuous improvement to enhance customer experience and resolution times.

Skills

Leadership

Communication

Real-time ops

Documentation

Mentoring

Education

Associate's degree

Tools

ServiceNow

Remedy

Jira Service Mgmt

Job description

DecisionPoint Corporation is seeking multiple IT Shift Supervisors to oversee Tier 1 and Tier 2 service desk operations in a federal-aligned mission environment. This remote role requires real-time workload management, coaching technicians, monitoring ticket quality, and ensuring SLAs and KPIs are met during assigned shifts, which may include evenings or 24/7 rotations depending on mission needs.

Candidates must hold an active Top Secret clearance and an Associate's degree in Information