Service Desk Supervisor - Secret Clearance

This is a newly awarded contract supporting critical defense cyber initiatives. The team is being built now, which means the people who join early help set how it runs rather than inheriting someone else’s process., Responsible for supporting the client/program to ensure technical support services are delivered to meet customer business needs and expectations. Directs and supervises Service Desk staff responsible for first-level support, ticket documentation, tracking, escalation, and follow-up of all client incidents and requests. Ensures staff maintain the technical proficiency, customer service skills, and process knowledge needed to troubleshoot hardware, software, network, and system issues effectively. Assists in the development of incident, problem, and knowledge management procedures and policies aligned with ITIL/ITSM best practices. Job performed with minimal supervision., * Supervise Service Desk staff responsible for first-level, ensuring all incidents and service requests are properly documented, categorized, tracked, and resolved within client Service Level Agreements (SLAs).

• Oversee, direct, and mentor subordinate technical staff; communicate job expectations, technical standards, and organizational policies, procedures, and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
• Monitor ticket queues, call volumes, and technician workload to ensure timely triage, escalation, and resolution of incidents.
• Assist with setting goals, KPIs, and objectives for the Service Desk Operations organization, including first-call resolution (FCR), mean time to resolve (MTTR), and SLA compliance metrics.
• Facilitate day-to-day management of customer problems, requests, and issues, providing hands-on technical guidance and escalation support for complex or high-priority incidents.
• Monitor incidents in the ITSM ticketing system (e.g., ServiceNow) and ensure SLAs and OLAs are consistently met; drive root cause analysis and problem management for recurring issues.
• Contribute to Monthly/Quarterly performance and metrics reports, including trend analysis on ticket volume, SLA adherence, and customer satisfaction.
• Identify and recommend new or streamlined technical procedures, knowledge base articles, and self-service tools to improve resolution times and reduce ticket volume.
• Perform follow-up on incidents with customers as needed to confirm resolution and ensure customer satisfaction.
• Provide leadership, technical mentorship, and direction to staff, including training on new technologies, evaluations, staffing, time reporting, and other HR matters as appropriate.
• Maintain current knowledge of the operational and technical environment by attending meetings, conferences, and focus groups as appropriate; stay current on emerging technologies affecting the service desk.
• Clearly define and communicate technical roles, responsibilities, and performance expectations to supervised personnel.
• Monitor employee technical performance and behavior; coach, mentor, and take corrective action as appropriate, including skills development plans for underperforming technicians.
• Assist in developing and communicating policies, procedures, standards, and technical processes that promote productivity, consistent troubleshooting methodology, and effective resource utilization.
• Serve as an escalation point for complex technical issues that exceed Tier 1 capability, coordinating with Tier 2/3, Network, or Infrastructure teams as needed.

• Bachelor’s degree, or Associate degree + 2 years additional relevant experience, or 4 years additional relevant experience in lieu of a degree.
• 2+ years of management experience, or experience as a technical team lead, in a Service Desk environment.
• 8+ years of experience in IT Operational areas (Service Desk, Technical Support, Operations, etc.).
• 3+ years of computer operations/helpdesk experience with direct technical troubleshooting responsibility.
• 3+ years of client service or public relations experience.
• Experience with an incident/ticket tracking system (ServiceNow required).
• Secret clearance required.

Other Job-Specific Skills

• Strong Service Desk background with hands-on troubleshooting experience.
• ITIL v4 Foundation certification or working knowledge of ITIL/HDI standards for IT service management (incident, problem, change, and knowledge management).
• Hands-on experience with enterprise IT environments, including Windows, macOS, Microsoft 365, Active Directory, VPN, and VDI.
• Familiarity with network fundamentals (TCP/IP, DNS, DHCP) and remote troubleshooting tools sufficient to guide technician-level diagnostics.
• Ability to adapt to new technologies, tools, and evolving service delivery models.
• Strong understanding of Service Desk metrics (SLA, FCR, MTTR, CSAT) and how they are applied to operate and supervise a service desk.
• Excellent customer service, communication, and interpersonal skills.
• Ability to manage and prioritize multiple concurrent technical issues.
• Ability to lead and develop a team with a broad range of technical experience levels.

• A new contract, staffing from day one - early hires shape the program.
• The employer is rated by its own employees, year after year, among the top 50 best places to work.
• You would be building your own team rather than inheriting one - the desk is being stood up now, and the supervisors hired first will shape how it runs. Five supervisor seats sit above a 30-person desk.
• Certification and training support, including the certifications named above.