Enterprise Service Desk Supervisor

Overview

Enterprise Service Desk Supervisor (Night Shift) (EITAAS-2026-25406):

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced, self-driven Enterprise Service Desk (ESD) to Supervisor support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As a Contractor Team Arrangement (CTA) partner, Bowhead helps transform Air Force IT from a base-centric model into an advanced enterprise service delivery model.

This role supports the ESD Project Manager by managing technician performance, tracking deliverables, completing quality reviews, and ensuring service quality and schedule compliance. The supervisor provides real-time guidance, escalation support, and oversight of metrics, timekeeping, documentation, and queue performance.

You will help manage the day-to-day operation of a service desk team, balancing performance metrics and service levels against the human side of leadership - coaching, developing, and getting the best from your technicians. You are the steady hand when issues escalate and the connective tissue between your team, customers, and stakeholders.

This is an 8-hour shift, Saturday-Wednesday, scheduled between 2PM and 11PM Central.

Responsibilities

Essential functions will include:

• Team Leadership and Development: Directly supervise, coach, and develop a team of approximately 12-15 service desk technicians, building a high-performance culture and holding the line on service-quality standards.

• Performance Management: Manage the daily performance of technicians on shift, meeting defined service levels and performance metrics.

• Technical Escalation Support: Apply your own technical expertise to back up front-line troubleshooting and guide incident resolution, stepping in on complex or high-impact issues.
• Escalation and Stakeholder Communication: Serve as the primary escalation point for service disruptions, coordinating with customers, internal stakeholders, and external vendors to drive timely resolution and clear status updates.
• Proactive Communication: Surface technical or customer-related issues that could affect desk operations early, ensuring timely escalation and mitigation.
• Security and Continuous Improvement: Enforce data security and handling protocols, and contribute to planning and process-improvement initiatives that sharpen desk efficiency.

Qualifications

Required

• Able to obtain and maintain a DoD Secret clearance and eligible for a Common Access Card (CAC)

• DoD 8570/8140 baseline certification (such as Security+ CE, CASP+, or CISSP)

• 10+ years of relevant experience (a Bachelor's degree in a relevant field may substitute for 5 years of experience)

• 2+ years in a supervisory or team-lead capacity

• Proven ability to lead, coach, and develop staff

Desired

• An active DoD Secret or higher clearance

• Experience with IT Service Management (ITSM) tools such as ServiceNow

• Experience working within the Department of Defense

What You Can Expect at Bowhead

A mission that matters. The Enterprise Service Desk is the front door to Air Force IT, and the work you do keeps the enterprise moving.

Room to grow. Bowhead invests in its people through structured training, tuition/certification reimbursement , and a clear path from Tier 1 to Tier 2 and beyond. Strong performers earn hybrid eligibility after demonstrating consistent quality and attendance.

A team that backs you. As a UIC Government Services company, Bowhead pairs the stability of an Alaska Native Corporation with the close-knit culture of a service desk that looks out for one another.

Physical Demands:

• Must be able to lift up to 25 pounds
• Must be able to stand and walk for prolonged amounts of time
• Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must be able to obtain or maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

This is a full-time, exempt salaried management position. Final compensation reflects relevant experience, leadership background, certifications, education, and work location.

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