Shift Supervisor – IT Service Desk

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• Supervise Tier 1 and Tier 2 staff during assigned shifts • Manage ticket queues, assign work, and ensure resolution in alignment with SLA requirements • Oversee escalations to Tier 3 or specialized teams • Monitor ticket quality, documentation accuracy, and compliance with SOPs and ITIL processes • Provide on-shift coaching, mentoring, and technical guidance • Conduct daily shift briefings, handoff reports, and incident updates • Track shift-level KPIs, performance trends, and operational risks • Support onboarding and ongoing training • Ensure adherence to secure IT support practices in high-security DoD environments • Maintain awareness of emerging issues, high-impact incidents, and priority tickets • Assist with creating, updating, and enforcing SOPs, knowledge articles, and troubleshooting workflows • Participate in incident response support, documentation, and communication • Support continuous improvement initiatives to improve customer experience and ticket resolution times

🎯 Requirements

• Must hold an active Secret clearance • Associate’s degree in Information Technology, Computer Science, or a related technical field • Minimum 5 years of IT service desk, desktop support, or IT operations experience • Experience supervising or leading Tier 1 or Tier 2 support teams • Experience managing ticket queues, escalations, and SLA-driven work environments • Experience performing ticket quality reviews and enforcing SOP or ITIL-aligned processes • Experience providing coaching, mentoring, or technical guidance to junior IT staff • Proficiency with ITSM tools such as ServiceNow, Remedy, or Jira Service Management • Strong understanding of ITIL v4 processes including incident, request, and problem management • Knowledge of troubleshooting user accounts, access issues, applications, and endpoint devices • Familiarity with secure federal/DoD IT support practices and Tier 1–2 operational workflows • Required ITIL v4 Foundation certification • Strong leadership and communication skills for managing distributed technical teams • Excellent customer service abilities and professional interaction with end users • Ability to manage real-time operations, shifting priorities, and high-volume workloads • Strong attention to detail, documentation discipline, and adherence to SOPs • Ability to coach and mentor junior staff while maintaining performance standards

🏖️ Benefits

• Regular full-time employment • Fully remote work arrangement