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.