Enterprise Service Desk Supervisor

Overview

Enterprise Service Desk Supervisor (Night Shift)(EITAAS-2026-25406):

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced, self-driven Enterprise Service Desk (ESD) toSupervisor support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As a Contractor Team Arrangement (CTA) partner, Bowhead helps transform Air Force IT from a base-centric model into an advanced enterprise service delivery model.

This role supports the ESD Project Manager by managing technician performance, tracking deliverables, completing quality reviews, and ensuring service quality and schedule compliance. The supervisor provides real-time guidance, escalation support, and oversight of metrics, timekeeping, documentation, and queue performance.

You will help manage the day-to-day operation of a service desk team, balancing performance metrics and service levels against the human side of leadership — coaching, developing, and getting the best from your technicians. You are the steady hand when issues escalate and the connective tissue between your team, customers, and stakeholders.

This is an 8-hour shift, Saturday-Wednesday, scheduled between 2PM and 11PM Central.

Responsibilities

Essential functions will include:

• Team Leadership and Development: Directly supervise, coach, and develop a team of approximately 12-15 service desk technicians, building a high-performance culture and holding the line on service-quality standards.

• Performance Management: Manage the daily performance of technicians on shift, meeting defined service levels and performance metrics.

• Technical Escalation Support: Apply your own technical expertise to back up front-line troubleshooting and guide incident resolution, stepping in on complex or high-impact issues.

• Escalation and Stakeholder Communication: Serve as the primary escalation point for service disruptions, coordinating with customers, internal stakeholders, and external vendors to drive timely resolution and clear status updates.

• Proactive Communication: Surface technical or customer-related issues that could affect desk operations early, ensuring timely escalation and mitigation.

• Security and Continuous Improvement: Enforce data security and handling protocols, and contribute to planning and process-improvement initiatives that sharpen desk efficiency.

Qualifications

Required

• Able to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC)

• DoD 8570/8140 baseline certification (such as Security+ CE, CASP+, or CISSP)

• 10+ years of relevant experience (a Bachelor’s degree in a relevant field may substitute for 5 years of experience)

• 2+ years in a supervisory or team-lead capacity

• Proven ability to lead, coach, and develop staff

Desired

• An active DoD Secret or higher clearance

• Experience with IT Service Management (ITSM) tools such as ServiceNow

• Experience working within the Department of Defense

What You Can Expect at Bowhead

A mission that matters. The Enterprise Service Desk is the front door to Air Force IT, and the work you do keeps the enterprise moving.

Room to grow. Bowhead invests in its people through structured training,tuition/certification reimbursement, and a clear path from Tier 1 to Tier 2 and beyond. Strong performers earn hybrid eligibility after demonstrating consistent quality and attendance.

A team that backs you. As a UIC Government Services company, Bowhead pairs the stability of an Alaska Native Corporation with the close-knit culture of a service desk that looks out for one another.

Physical Demands:

• Must be able to lift up to 25 pounds

• Must be able to stand and walk for prolonged amounts of time

• Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must be able to obtain or maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

This is a full-time, exempt salaried management position. Final compensation reflects relevant experience, leadership background, certifications, education, and work location.

#LI-GC1

Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC’s Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant’s resume/application may be subject to verification.

Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.

UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity postershere ( .

All candidates must apply online at , and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance .

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.

Join our Talent Community!

Join our Talent Community ( to receive updates on new opportunities and future events.

ID 2026-25406

Category Information Technology

Location : Location US-OK-Oklahoma City

SCA Hourly Rate USD $61,000.00/Yr.

Min USD $61,000.00/Yr.

Max USD $71,000.00/Yr.

Clearance Level Must Be Able to Obtain Secret

Minimum Clearance Required Secret

Travel Requirement Less than 10%