Service Desk Shift Supervisor

The Service Desk Shift Supervisor oversees a service-desk shift to ensure end users receive timely, high-quality support for incidents and service requests in a federal IT environment. The role manages ticket queues, staff assignments, and escalations while coaching analysts on troubleshooting practices and adherence to documented procedures. By monitoring performance metrics and recurring issues, the position helps drive process improvements and maintain alignment with enterprise service-management standards.