Shift Supervisor/Manager

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

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OVERVIEW

VAE, Inc. is a full service IT Infrastructure Solutions Company focused on building, securing and supporting our clients’ mission critical enterprises. We provide a distinctive array of design, integration and implementation services as well as fully managed service offerings. VAE is at the forefront of leveraging multi-tenant capable technologies and shared IT services to create secure, reliable and cost-effective end-to-end services and solutions. We deliver exceptional infrastructure solutions with extremely talented employees using a client-focused partnering approach.

Job Type

Full-time

Location

VA US (Primary)

Job Description

The Shift Supervisor/Manager leads Tier 2/3 Service Desk personnel during an assigned shift, providing day-to-day operational oversight of enterprise IT and unified communications support on U.S. Army installations. The role directs ticket workload, serves as the on-shift escalation point for incidents and outages, coordinates with engineering and OEM support, and ensures clean, documented shift turnover. Work is ticket-driven and measured against service-level agreements, and all activity must stay within DISA STIG and change-management requirements.

Key Responsibilities

• Supervise and direct Tier 2/3 Service Desk technicians and engineers during the assigned shift, assigning tickets and balancing workload to meet SLA response and resolution targets.
• Serve as the on-shift escalation point for incidents, service requests, and VIP or senior leader support, ensuring timely ownership and resolution.
• Lead major outage response for the shift, including triage, coordination with Tier 3 engineering, Army, and Tier 4 OEM support, customer status updates, and post-incident reviews.
• Conduct shift turnover briefings and maintain accurate shift logs, open-ticket status, and significant-event reports.
• Monitor queue health and service metrics (ticket aging, first-contact resolution, SLA compliance) document and report trends, anomalies, and risks to program leadership.
• Ensure team compliance with SOPs, change management procedures, and support STIG-compliant configuration standards for every system change.
• Manage shift schedules, attendance, timekeeping approval, leave coverage, and on-call rotation within contract guidelines.
• Manage and execute VAE’s reception and integration process, train, and coach shift personnel; review knowledge base articles and troubleshooting guides for accuracy and completeness.
• Identify recurring issues and process gaps, and drive problem management and continuous-improvement actions across shifts.

Qualifications

• Experience supervising or leading a fully operational service desk/help desk support multiple and or enterprise environments.
• Hands-on technical background in enterprise IT, voice/UC, or network support sufficient to guide troubleshooting and validate escalations.
• Working knowledge of ITIL incidents, problem, and change management processes.
• Experience with ticketing systems and SLA-driven support (e.g., ServiceNow, Remedy), including queue management and reporting.
• Clear communication skills with end users, technical teams, and government leadership, including senior leaders and VIP customers.
• DoD 8140/8570-compliant certification (e.g., Security+ CE).
• Active U.S. security clearance; U.S. citizenship required.

Desired Qualifications

• Experience supporting Army enterprise services, including but not limited to voice, and Unified Communications.
• Experience with 24x7 or shift-based operations, shift scheduling, and staffing models.
• Experience developing SOPs, documentation, and training for service desk personnel.

Top 3 Skillsets

• 1. Shift leadership
• 2. Tier 2/3 service desk team supervision
• 3. Incident, escalation, and major outage management
• 4. ITIL-based ticket, queue, and SLA management

Clearance Level

Secret

Certifications

8570 compliant

Salary Range

$100,000-$150,000

VAE, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.