Service Desk Shift Supervisor

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 perform…