Job Details

The Service Desk Supervisor is responsible for overseeing the comprehensive delivery of IT services to ensure users receive dependable and high-quality support while adhering to defined service levels. This role involves leading service teams across multiple sites, managing escalations, and ensuring that incidents, requests, and changes are processed according to established service management procedures. The supervisor works closely with customers, vendors, and internal infrastructure and application teams to maintain service continuity in a highly regulated government environment. Additionally, the role focuses on driving continuous improvement, performance reporting, and compliance with security and operational standards.

Key Responsibilities

• Oversee daily IT service delivery operations, ensuring compliance with service level agreements and prompt resolution of incidents and service requests across various sites.

• Lead and mentor service desk and field support teams, including managing workloads, coaching team members, and conducting performance evaluations.

• Manage major incident and escalation processes by coordinating with infrastructure, network, and application owners to quickly restore services for critical systems.

• Implement and enhance ITIL-aligned processes for incident, request, problem, and change management to standardize service delivery across different locations.

• Monitor and report on key performance indicators and customer satisfaction metrics, using trend analysis to identify service gaps and prioritize improvement initiatives.

• Collaborate with security, compliance, and operational teams to ensure services operate within required security and regulatory frameworks.

• Coordinate vendor and subcontractor activities to support service delivery, ensuring adherence to contractual obligations and technical standards.

• Contribute to continuity of operations and disaster recovery planning for user-facing services, including participation in drills and after-action reviews.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field; equivalent relevant experience may be considered in lieu of a degree.

• A minimum of 6 years in personal computer support or service desk roles, with at least 5 years focused on customer service or public relations.

• A minimum of 2-5 years of management experience leading IT support teams or service delivery operations.

• Public Trust clearance required.

• Must be a U.S. citizen and meet federal client environment citizenship requirements.

Preferred Qualifications

• ITIL Foundation or higher-level certification indicating formal training in service management practices.

• Experience managing IT services for government or defense clients in complex, high-security environments.

• Familiarity with enterprise ITSM platforms such as ServiceNow, Remedy, or comparable tools used for ticket management and reporting.

• Proven experience leading multi-site or distributed service delivery teams.

• Experience with incident tracking systems and development of performance dashboards.

Note: This position may require up to 10-15% travel abroad.

Compensation Ranges

Compensation varies depending on factors including location, skill set, education level, certifications, and years of experience, among others. The range for this role is $155,000 - $175,000.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation, or national origin will not be considered in any personnel decisions. We are committed to equal employment opportunities.

The physical requirements described reflect those necessary for employees to successfully perform this job. Reasonable accommodations may be made for individuals who qualify and are capable of performing the essential functions.

Disclaimer

This job description is intended to provide a general overview of the role. It is not an exhaustive list of all duties, responsibilities, and qualifications needed.