Shift Supervisor (IT Service Desk)

Overview DecisionPoint seeks multiple IT Shift Supervisors to oversee Tier 1 and Tier 2 service desk operations in support of a large federal and DoD-aligned mission environment. These roles manage daily queue operations during assigned shifts, ensuring timely response, high-quality customer service, adherence to SOPs, and consistent delivery of IT support. The Shift Supervisor is responsible for real-time workload management, coaching technicians, monitoring ticket quality, coordinating escalations, and ensuring that service levels, KPIs, and customer satisfaction targets are met across their operational window. This position is fully remote and may require participation in shift rotations across standard business hours, evenings, weekends, or 24/7 coverage schedules depending on mission needs. Duties & Responsibilities The Shift Supervisor will: Supervise Tier 1 and Tier 2 staff during assigned shifts, ensuring consistent and efficient service desk operations. Manage ticket queues, assign work, and ensure issues are resolved in alignment with SLA requirements. Oversee escalation handling, ensuring timely and accurate referral 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 to service desk technicians. Conduct daily shift briefings, handoff reports, and incident updates to maintain operational continuity. Track shift-level KPIs, perfor