{"id":1634660,"url":"https://alion.io/job/decisionpoint-corporation-shift-supervisor-it-service-desk","title":"Shift Supervisor (IT Service Desk)","company":{"id":3863688,"name":"DecisionPoint Corporation","domain":"decisionpointcorp.com","url":"https://alion.io/company/decisionpoint-corporation","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":114000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":104},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-01T21:32:28Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-11-01T10:06:32Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"Overview\nDecisionPoint seeks multipleIT 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.\nThe 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.\nThis 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.\nDuties & Responsibilities\nThe Shift Supervisor will:\nSupervise Tier 1 and Tier 2 staff during assigned shifts, ensuring consistent and efficient service desk operations. \nManage ticket queues, assign work, and ensure issues are resolved in alignment with SLA requirements. \nOversee escalation handling, ensuring timely and accurate referral to Tier 3 or specialized teams. \nMonitor ticket quality, documentation accuracy, and compliance with SOPs and ITIL processes. \nProvide on-shift coaching, mentoring, and technical guidance to service desk technicians. \nConduct daily shift briefings, handoff reports, and incident updates to maintain operational continuity. \nTrack shift-level KPIs, performance trends, and operational risks, escalating concerns to leadership as needed. \nSupport onboarding and ongoing training of service desk personnel. \nEnsure adherence to secure IT support practices appropriate to high-security DoD environments. \nMaintain situational awareness of emerging issues, high-impact incidents, and priority tickets. \nAssist with the creation, update, and enforcement of SOPs, knowledge articles, and troubleshooting workflows. \nParticipate in incident response support during their shift, ensuring accurate documentation and communication. \nSupport continuous improvement initiatives to enhance customer experience and ticket resolution times. \nQualifications\nClearance Requirement\nMust hold an active Secret clearance required.\nEducation (Required)\nAssociate’s degree in Information Technology, Computer Science, or a related technical field.\nExperience (Required)\nMinimum 5 years of IT service desk, desktop support, or IT operations experience. \nExperience supervising or leading Tier 1 or Tier 2 support teams. \nExperience managing ticket queues, escalations, and SLA-driven work environments. \nExperience performing ticket quality reviews and enforcing SOP or ITIL-aligned processes. \nExperience providing coaching, mentoring, or technical guidance to junior IT staff. \nTechnical Knowledge (Required)\nProficiency with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. \nStrong understanding of ITIL v4 processes including incident, request, and problem management. \nKnowledge of troubleshooting practices for user accounts, access issues, applications, and endpoint devices. \nFamiliarity with secure federal/DoD IT support practices and Tier 1-2 operational workflows. \nCertifications\nRequired:\nITIL v4 Foundation \nSkills\nStrong leadership and communication skills for managing distributed technical teams. \nExcellent customer service abilities and professional interaction with end users. \nAbility to manage real-time operations, shifting priorities, and high-volume workloads. \nStrong attention to detail, documentation discipline, and adherence to SOPs. \nAbility to coach and mentor junior staff while maintaining performance standards. \nOur Equal Employment Opportunity Policy\nEEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.\n Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation 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.\n Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. 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