Service Desk Supervisor

Position Overview

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.

Key Responsibilities

• 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.

Qualifications

• 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).
• Security + certification
• 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.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.