The Shift Supervisor/Manager leads Tier 2/3 Service Desk personnel during an assigned shift, providing day-to-day operational oversight of enterprise IT and unified communications support on U.S. Army installations. The role directs ticket workload, serves as the on-shift escalation point for incidents and outages, coordinates with engineering and OEM support, and ensures clean, documented shift turnover. Work is ticket-driven and measured against service-level agreements, and all activity must stay within DISA STIG and change-management requirements.
Key Responsibilities:
- Supervise and direct Tier 2/3 Service Desk technicians and engineers during the assigned shift, assigning tickets and balancing workload to meet SLA response and resolution targets.
- Serve as the on-shift escalation point for incidents, service requests, and VIP or senior leader support, ensuring timely ownership and resolution.
- Lead major outage response for the shift, including triage, coordination with Tier 3 engineering, Army, and Tier 4 OEM support, customer status updates, and post-incident reviews.
- Conduct shift turnover briefings and maintain accurate shift logs, open-ticket status, and significant-event reports.
- Monitor queue health and service metrics (ticket aging, first-contact resolution, SLA compliance) document and report trends, anomalies, and risks to program leadership.
- Ensure team compliance with SOPs, change management procedures, and support STIG-compliant configuration standards for every system change.
- Manage shift schedules, attendance, timekeeping approval, leave coverage, and on-call rotation within contract guidelines.
- Manage and execute VAE's reception and integration process, train, and coach shift personnel; review knowledge base articles and troubleshooting guides for accuracy and completeness.
- Identify recurring issues and process gaps, and drive problem management and continuous-improvement actions across shifts.