Service Desk Supervisor

Overview

Evolver is seeking a Service Desk Supervisor to support work in Washington, D.C. Must have the ability to work day shift Monday - Friday with flexibility to cover a weekend shift. This position may allow for some remote work after a specified training period. An approved home office location would require a dedicated space and a quiet area that is subject to supervisor approval. Telework privileges, if granted, can be revoked, if productivity, quality or concerns arise.

Responsibilities

As the Service Desk Supervisor, you will lead a team of Tier 1 and Tier 2 technicians in delivering high-quality technical support to end users. This role requires a proactive leader who can manage daily operations, resolve escalated issues, and ensure service excellence. You will be responsible for maintaining service levels, improving processes, and fostering a collaborative and customer-focused environment. The ideal candidate will bring a balance of technical expertise and leadership experience to drive continuous improvement and team performance.

• Supervising day-to-day operations of the Service Desk team, including Tier 1 and Tier 2 technicians.
• Monitoring ticket queues, ensuring timely resolution of incidents and service requests.
• Acting as an escalation point for complex technical issues and customer concerns.
• Coordinating with IT leadership and other departments to ensure alignment with organizational goals.
• Providing coaching, mentoring, and performance feedback to Service Desk staff.
• Creating and maintaining documentation, procedures, and knowledge base articles.
• Ensuring adherence to ITIL standards and best practices.
• Performing special projects duties as assigned.

Basic Qualifications:

• Bachelors degree plus three years' experience, or 5 years of equivalent experience

• 2 years of experience in a Customer Service role

• 4 years of technical or customer support experience

• Must be able to pass a comprehensive agency background check

• Must have the ability to work day shift, Monday - Friday onsite in Washington, DC with flexibility to cover a weekend shift periodically

Preferred Qualifications

• Microsoft Windows 365, MS Office support skills, knowledge of Apple hardware and software, HP printers, and an enterprise-scale Help Desk ticketing system (Remedy, ServiceNow, or Service Manager) desirable.

• Ability to analyze and diagnose technical issues and apply basic troubleshooting techniques to achieve first call resolution.

• Excellent verbal and written communication and courteous, professional customer relationship skills along with the ability to multi-task and prioritize work.

• Proven ability to communicate effectively in written and verbal form with all levels of end users, technical staff, and management.

• Proven ability to work effectively in a collaborative, team-oriented work environment.

• Perform other duties as assigned.

• Technical certifications desirable (A+, Network+, Security+, etc.)

• Apple certifications desirable

• ITIL certifications and skills desirable

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.