Service Desk Shift Supervisor

ASM Research, An Accenture Federal Services Company; Montpelier (VT); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research oversees a service-desk shift to ensure timely, high-quality IT support for incidents and service requests in a U.S. federal environment. The supervisor mentors analysts, reviews performance metrics, and drives process improvements aligned with enterprise service-management standards.

The role requires leadership experience (3+ years in service-desk or IT operations) and the ability to obtain a Public Trust clearance, with 10–25% travel as needed to support operations.

Qualifications

• Bachelor’s degree in IT, business, or related field or equivalent experience.
• 4–7 years in IT operations with at least 3 years in leadership (team lead/supervisor) in service delivery or service desk.

Responsibilities

• Supervise day-to-day service-desk operations for the assigned shift.
• Assign and monitor work to balance workload and meet defined SLAs.
• Manage escalations and coordinate with higher-tier teams.
• Track KPIs like SLA compliance, ticket volumes, backlog, and CSAT trends.
• Coach and mentor staff on technical troubleshooting and customer service; contribute to procedures.
• Support incident-management improvements and service-readiness for new business transitions.

Skills

Leadership experience

ITIL knowledge

Customer service orientation

Staff supervision

Strong communication

Education

Bachelor's degree in IT, Business, Management, or related field

Equivalent relevant experience

Tools

ServiceNow

ITSM platforms

Job description

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 performance metrics and recurring issues, the position helps drive process improvements and maintain alignment with enterprise service‑management standards and program objectives.

Key Responsibilities

• Supervise day‑to‑day service‑desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with agreed service levels.
• Assign and monitor work across analysts to balance workload, maintain responsiveness, and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex or high‑impact technical issues, coordinating with higher‑tier support and other IT teams and taking customer calls directly when needed.
• Track and report key performance indicators such as SLA compliance, ticket volumes, backlog, and customer‑satisfaction trends, and recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer‑service skills, and adherence to service‑desk procedures, policies, and core values, including performance feedback and participation in reviews.
• Assist in developing and refining incident‑management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency.
• Facilitate day‑to‑day management of customer problems, requests, and issues, performing follow‑up with customers to verify satisfaction and address recurring concerns.
• Support new business transitions and project work as needed, ensuring service‑desk readiness for new services and maintaining awareness of the customer’s business environment.

Required Qualifications

• High school diploma or GED required; Bachelor’s degree in IT, Business Administration, Management, or a related field preferred, or equivalent relevant experience.
• 4-7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience (team lead or supervisor) in a service‑delivery or service‑desk role.
• Strong understanding of service‑delivery and service‑desk principles, metrics, and tools, including experience with incident tracking systems and ITIL‑aligned processes.
• Demonstrated leadership, communication, and interpersonal skills, with the ability to organize staff, supervise workload, and manage multiple tasks in a fast‑paced environment.
• Proven customer‑service orientation, including the ability to remain calm and courteous during periods of high volume or stress and to work effectively with a broad range of experience levels.
• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified.
• Willingness and ability to work varying hours and travel 10–25% as required to support operations and stakeholder engagement.

Preferred Qualifications

• ITIL Foundation or similar service‑management certification.
• Experience supervising a large, multi‑shift service desk in a federal or large enterprise environment, including responsibility for metrics, quality, and continuous improvement.
• Background developing and delivering training, documentation, and knowledge articles for service‑desk teams.
• Familiarity with ServiceNow or similar ITSM platforms used for incident, request, and knowledge management.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$67,900 - 132,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.