Sign up to access all features of our service.
  • Job search
  • Favorites
  • Create a CV
    New
  • Salaries
  • Subscriptions

Service Desk Shift Supervisor

$67.9k - $132.5k

ASM Research, An Accenture Federal Services Company

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 performance metrics and recurring issues, the position helps drive process improvements and maintain alignment with enterprise service-management standards and program objectives.

Key Responsibilities

  • Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with agreed service levels.

  • Assign and monitor work across analysts to balance workload, maintain responsiveness, and ensure incidents and requests are handled within defined SLAs.

  • Manage escalations for complex or high-impact technical issues, coordinating with higher-tier support and other IT teams and taking customer calls directly when needed.

  • Track and report key performance indicators such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends, and recommend actions to address gaps.

  • Coach and mentor staff on technical troubleshooting, customer-service skills, and adherence to service-desk procedures, policies, and core values, including performance feedback and participation in reviews.

  • Assist in developing and refining incident-management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency.

  • Facilitate day-to-day management of customer problems, requests, and issues, performing follow-up with customers to verify satisfaction and address recurring concerns.

  • Support new business transitions and project work as needed, ensuring service-desk readiness for new services and maintaining awareness of the customer's business environment.

Required Qualifications

  • High school diploma or GED required; Bachelor's degree in IT, Business Administration, Management, or a related field preferred, or equivalent relevant experience.

  • 4-7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience (team lead or supervisor) in a service-delivery or service-desk role.

  • Strong understanding of service-delivery and service-desk principles, metrics, and tools, including experience with incident tracking systems and ITIL-aligned processes.

  • Demonstrated leadership, communication, and interpersonal skills, with the ability to organize staff, supervise workload, and manage multiple tasks in a fast-paced environment.

  • Proven customer-service orientation, including the ability to remain calm and courteous during periods of high volume or stress and to work effectively with a broad range of experience levels.

  • Ability to obtain and maintain a Public Trust investigation and to work in a U.S.-only federal IT context, with U.S. citizenship as specified.

  • Willingness and ability to work varying hours and travel 10-25% as required to support operations and stakeholder engagement.

Preferred Qualifications

  • ITIL Foundation or similar service-management certification.

  • Experience supervising a large, multi-shift service desk in a federal or large enterprise environment, including responsibility for metrics, quality, and continuous improvement.

  • Background developing and delivering training, documentation, and knowledge articles for service-desk teams.

  • Familiarity with ServiceNow or similar ITSM platforms used for incident, request, and knowledge management.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$67,900 - 132,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Vacancy posted 2 days ago
Similar jobs that could be interesting for youBased on the Service Desk Shift Supervisor in Washington DC vacancy
  • $110k - $130k

     ...Responsibilities: Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the...  .... Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed... 
    Suggested
    Remote work

    Fawkes IDM

    Washington DC
    22 days ago
  •  ...members). This full-time position also involves working variable shifts, including opening shifts, closing shifts, and/or weekend...  ...Qualities of a Shopkeeper Apprentice:  Passionate about customer service and inspires passion in their team  Strong work ethic, good heart... 
    Suggested
    Full time
    Apprenticeship
    Shift work
    Weekend work

    Jenis Splendid Ice Creams LLC.

    Alexandria, VA
    8 days ago
  • $10 per hour

     ...Shift Manager At Noodles & Company, our mission is to nourish and inspire every team member, guest, and community we serve. We are...  ...or management experience (preferred). Experience in customer service, hospitality, or restaurant operations, with the ability and willingness... 
    Suggested
    Full time
    Part time
    Local area
    Flexible hours
    Shift work

    Noodles & Company

    Alexandria, VA
    22 hours ago
  •  ...inclusive environment. Join us and Be a Part of Something Good. *Job Responsibilities* Manage the flow of service and direct the work of team members on a shift to ensure the highest levels of safety, cleanliness, quality, and speed. Help build and lead high... 
    Suggested
    Hourly pay
    Weekly pay
    Permanent employment
    Temporary work
    Local area
    Flexible hours
    Shift work

    Shake Shack

    College Park, MD
    17 hours ago
  • $20.11 per hour

     ...Restaurant Shift Supervisor At MOD, pizza is our platform, custom to each individual and creating a space where everyone is welcome. MOD...  ...Qualifications Must have a minimum of one (1) year of customer service or restaurant experience. Must have demonstrated success as a... 
    Suggested
    Hourly pay
    All shifts
    Flexible hours
    Shift work

    MOD Pizza

    Riverdale, MD
    1 day ago
  • $130k - $145k

     ...contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate... 
    Full time
    Local area
    Afternoon shift

    Epiq Systems

    Washington DC
    2 days ago
  •  ...Job Title: Shift Leader Department/Function: Operations Location: Field, in Shop Report to: General Manager/Assistant Manager...  ...associates to execute outstanding product quality and customer service, build sales and control costs for each shift. Follow standard Potbelly... 
    All shifts
    Shift work

    Potbelly Sandwich Works

    Lanham, MD
    3 days ago
  • Jamie Leeds Restaurant Group is seeking a Director of Operations to oversee day-to-day multi-unit restaurant operations. The role focuses on efficiency, productivity, and alignment with CEO directives to achieve company goals. The position requires 5+ years in high-level...
    Shift work

    Jamie Leeds Restaurant Group

    Washington DC
    17 hours ago
  • $89.26k - $151.74k

    This role is contingent upon a contract award.ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle... 
    Full time
    Contract work
    Work experience placement
    Work at office
    Local area
    Remote work

    ICF

    Washington DC
    17 hours ago
  • $78.7k - $165.2k

    Job Title: eDiscovery Project Manager, Litigation SupportJob Category: Project and Program ManagementTime Type: Full timeMinimum Clearance Required to Start: DOJ MBIEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *The Opportunity:The eDiscovery...
    Contract work
    Work experience placement
    Work at office
    Worldwide
    Flexible hours

    CACI International

    Washington DC
    2 days ago
  •  ...Future Starts With You! Every great shift runs on strong leadership. As a Sweetgreen...  ..., cared for, and heard Keep service running smoothly by managing pace, priorities...  ...year of experience in a Shift Leader or Supervisor role ~ Experience in fast-paced environments... 
    Full time
    Part time
    Local area
    Immediate start
    All shifts
    Shift work

    sweetgreen

    Arlington, VA
    17 hours ago
  • Papa John's in Oxon Hill, MD is seeking a Shift Leader to help run daily operations, greet customers, ensure quality, and keep the restaurant running smoothly during busy periods. You will supervise team members, manage opening/closing tasks, handle customer concerns with... 
    Shift work

    WizeHire, Inc

    Oxon Hill, MD
    2 days ago
  • $80k - $95k

    We are a Restaurant company seeking a dedicated Facilities Maintenance Manager to oversee our portfolio in the DMV. We are seeking someone who can use their experience to take care of issues as they arise, schedule preventative maintenance, and coordinate repairs with...

    Goodwin Recruiting

    Temple Hills, MD
    17 hours ago
  •  ...will ensure the restaurant is clean, staffed, and prepared for service, applying company policies and safety standards to drive high performance...  ..., strong guest service skills, and the ability to supervise shifts, manage schedules, and oversee cash handling. #J-18808-Ljbffr... 
    Casual work
    Shift work

    HMSHost

    Arlington, VA
    1 day ago
  • $119k - $140k

    Washington, DCComputer World Services - CWS /Full-time /On-siteJob DescriptionThe Service Desk Manager oversees the overall operation, performance, and effectiveness...  ...service levels.Lead recruitment, onboarding, shift coverage planning, and performance management.Develop... 
    Full time
    Contract work
    Work at office
    Local area
    Shift work

    Computer World Services (CWS)Corporation

    Washington DC
    4 days ago
  •  ...able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment. Service Desk Manager Apex Systems - Everforth To be considered, please send your resume/certifications directly to: [email... 
    Permanent employment
    Contract work
    Immediate start

    Apex Systems

    Alexandria, VA
    2 days ago
  •  ...for talent, excited to join that effort. To learn more about our exciting organization, please visit us at We are seeking a Service Desk Manager to join our team and support our client. The ideal candidate is a customer-focused IT operations leader who combines technical... 
    For contractors
    Work experience placement
    Work at office
    Local area
    Remote work
    Flexible hours

    UNISSANT

    Washington DC
    17 hours ago
  • $110.5k - $149.5k

     ...Service Desk Manager Transform technology into opportunity as a Full-Time, On-Site Service Desk Manager supporting classified environments with GDIT. A career in IT means connecting and enhancing the systems that matter most. As a Service Desk Manager, you are a central... 
    Full time
    Temporary work
    Immediate start
    Remote work
    Worldwide
    Flexible hours

    General Dynamics

    Washington DC
    4 days ago
  • $125k

     ...in legal proceedings, i.e. 26(f) conferencesBasic Qualifications:Bachelor's degree and 8+ years’ experience providing eDiscovery services and litigation support on complex and large cases involving complex eDiscovery challenges. Thorough knowledge of the litigation discovery... 
    Full time

    Leidos

    Washington DC
    2 days ago
  •  ...Location:   Alexandria, VA Clearance: Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident... 
    Remote work

    CSV-TAUREAN

    Alexandria, VA
    22 hours ago
  • Taco Bell is looking for a Restaurant Shift Manager in Takoma Park, Maryland. In this role, you will oversee the restaurant's operations during your shift, manage the crew, and ensure that customer satisfaction is prioritized. The ideal candidate will have experience in... 
    Shift work

    Taco Bell

    Takoma Park, MD
    4 days ago
  •  ...Why Join Us? We are a stable and fast-growing food service company operating in North America (US & Canada), and we offer our employees...  ...World's Best Employers We are looking for a Restaurant Supervisor --- a part-time/full-time permanent position in our Restaurant... 
    Permanent employment
    Full time
    Part time
    Immediate start

    Jollibee

    Silver Spring, MD
    2 days ago
  •  ...Restaurant Manager Supervise and coordinate the daily operations of restaurant and service teams. Ensure consistent delivery of exceptional customer service to all guests. Train, schedule, and support front-of-house staff, including servers, bartenders, and hosts... 
    Temporary work
    Work at office
    Flexible hours
    Afternoon shift

    Hamilton Hotel

    Washington DC
    1 day ago
  •  ...individual to join our team as a Restaurant Supervisor. Responsibilities: • Direct the...  ...seasoning, plate presentation, sanitation, and service standards. • Assist with scheduling,...  ...hospitality. • Ability to work varied shifts, including nights, weekends, and... 
    Full time
    Temporary work
    Immediate start
    Shift work
    Night shift

    Concord Hospitality

    Arlington, VA
    4 days ago
  •  ...Job Title: Restaurant Supervisor Reports To: General Manager Department: Operations - Front of House...  ...: Hourly, Non-Exempt Position Summary The Shift Supervisor leads the team through each service, owning the floor during assigned shifts to deliver... 
    Hourly pay
    Casual work
    Immediate start
    All shifts
    Shift work
    Night shift
    Weekend work

    José Andrés Group

    Washington DC
    3 days ago
  • $68k - $74k

     ...and standards Uses required tools, forms and logs to support shift execution, document results and take corrective action when needed...  ...crewmembers during a shift and provides exemplary customer service Utilizes reward and recognition program for the crewmembers in... 
    Bi-weekly pay
    Weekly pay
    Full time
    Casual work
    Work at office
    Local area
    Flexible hours
    Shift work
    Afternoon shift

    Raising Cane's

    Washington DC
    4 days ago
  •  ...Virginia is looking for an experienced restaurant manager. Responsibilities include managing a large staff, ensuring quality customer service, overseeing inventory, and conducting training. The ideal candidate must speak fluent English and possess strong math skills.... 
    Shift work
    Weekend work
    Afternoon shift

    NNP Management LLC

    Alexandria, VA
    1 day ago
  • Build and maintain trusted executive-level relationships with senior stakeholders at Life & Annuities insurance organizationsServe as a strategic advisor, translating clients’ business challenges into solutions across Data, Cloud, AI, and DigitalDevelop and execute account...

    EPAM Systems

    Washington DC
    4 days ago
  • $109.8k - $241.6k

     ...or across multiple large projects. Additional responsibilities include:You will also have a team of Project Managers and Project Supervisors to assist with the supervision of employees assigned to various cases where you will be responsible.The person in this position reports... 
    Contract work
    For contractors
    Work experience placement
    Work at office
    Local area
    Flexible hours

    CACI International

    Washington DC
    3 days ago
  • $165k

     ...project and Contractor components, anticipating problems, hiring and training staff, etc. Typical Responsibilities:Manages user help desk support, system and user documentation, system and user training. Oversees development of configuration management, risk analysis,... 
    Full time
    For contractors
    Local area

    Leidos

    Washington DC
    1 day ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Service Desk Shift Supervisor. Be the first to apply!