Tier I Supervisor (Shift 3)

ASM Research • Arlington, VA

20h • Onsite

About The Position

The Supervisor leads day-to-day help desk operations in a fast-paced, SLA-driven support environment. This role oversees team workload distribution, queue health, customer response quality, and service performance while also serving as an escalation point for complex support issues. The Supervisor is responsible for maintaining high standards for customer communication, case documentation, staff development, and operational discipline, while partnering with internal technical and provisioning teams to improve service delivery and support outcomes.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• 7+ years of management, supervisory, or team lead experience in a help desk, service desk, product support, or customer support environment.
• Meet DoDM 8410 with a minimum of CompTIA Security+ certification required.
• Demonstrated leadership skills, including organizing, planning, scheduling, and coordinating workloads to meet deadlines and service expectations.
• Experience responding to product-related inquiries through a case management application and inbound customer calls.
• Knowledge of service desk systems, incident tracking tools, ticket management processes, and common IT support practices.
• Strong written and verbal communication skills, with the ability to work effectively with customers, team members, and leadership.
• Ability to work well under pressure, maintain attention to detail, and support team performance in a fast-paced environment.
• Experience documenting customer communications, case activity, troubleshooting steps, and escalations in a timely and accurate manner.
• Process-oriented approach with strong organizational skills and attention to detail.
• U.S. citizenship required.
• Ability to obtain and maintain a Secret clearance.

Nice To Haves

• Experience supporting federal clients or working in a regulated government contracting environment.
• Experience in a help desk or service desk lead role with responsibility for escalations, queue oversight, and team coordination.
• Familiarity with service performance reporting, backlog management, and trend analysis to support continuous improvement.
• Experience supporting SLA-driven environments with accountability for customer satisfaction measures such as NPS and CSAT.
• Technical project management background or experience coordinating across technical and operational teams.
• Experience onboarding and training new support staff.
• Familiarity with provisioning support processes and coordination across multiple internal stakeholder teams.

Responsibilities

• Lead daily help desk operations and ensure team activities align with established policies, procedures, service levels, and customer support expectations.
• Supervise team workloads, schedules, priorities, and coverage to meet operational deadlines and service level agreements.
• Monitor ticket queues, backlog conditions, response metrics, and service performance, and provide direct support through phone, ticketing, and case management systems as needed.
• Respond to customer inquiries regarding software applications, investigate issues, and present effective solutions.
• Analyze application errors and performance issues to isolate root causes, including response times, latency, transaction failures, and related service disruptions.
• Participate in corrective action planning, coaching efforts, and performance improvement activities to strengthen team effectiveness and service quality.
• Oversee onboarding, training plans, knowledge transfer, and continued development of new and existing staff.
• Track issue trends, recurring challenges, and service outcomes to identify opportunities for process improvement and operational optimization.
• Apply sound judgment to resolve escalated customer situations and coordinate with technical and provisioning teams when broader support is required.
• Ensure customer communications, case notes, escalations, troubleshooting actions, and support activity are documented accurately and timely in the client case management application.
• Promote a professional, collaborative, detail-oriented, and customer-focused work environment during routine operations and high-pressure situations.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level