Service Desk Shift Supervisor: ITIL, Escalations & Leadership

ASM Research, An Accenture Federal Services Company

Cheyenne (WY)

On-site

USD 68,000 - 133,000

Full time

14 days+

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Job summary

ASM Research is seeking a Service Desk Shift Supervisor to oversee a service‑desk shift, ensuring timely, high‑quality support for incidents and service requests in a federal IT environment. You will coach analysts on troubleshooting, customer service, and procedures while monitoring KPIs and driving improvements to align with enterprise service‑management standards.

Required: 4–7 years in IT operations with at least 3 years in leadership, a strong ITIL background, and ability to work across

Qualifications

High school diploma or GED; Bachelor’s degree preferred or equivalent experience.
4-7 years in IT operations with at least 3 years in leadership (team lead/supervisor) within service delivery or service desk.
Strong understanding of service delivery, service desk principles, metrics, and ITIL-aligned processes.

Responsibilities

Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with SLAs.
Assign and monitor work across analysts to balance workload and ensure incidents and requests are handled within defined SLAs.
Manage escalations for complex issues, coordinate with higher-tier support, and take customer calls when needed.
Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer satisfaction; recommend actions to address gaps.
Coach and mentor staff on troubleshooting, customer service, adherence to procedures, and performance feedback.