PSR Associates
PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.
Service Desk Supervisor
Hybrid in Washington, DC
Overview:
PSR Associates is seeking a Service Desk Supervisor to lead and oversee Tier 1 and Tier 2 IT support operations supporting a federal government client. The ideal candidate will bring proven experience managing enterprise-level IT Service Desks in compliance-driven environments, possess deep knowledge of ITIL frameworks, and demonstrate a customer-first approach to service delivery. This individual will serve as a key contributor to team leadership, performance monitoring, SLA compliance, and continuous improvement initiatives.
Key Responsibilities: • Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts • Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs • Implement and enforce ITIL-based best practices in incident, request, and problem management • Drive improvements in customer satisfaction and end-user experience • Monitor performance metrics and develop regular reporting on service levels and operational KPIs • Support onboarding, training, and scheduling of help desk staff • Participate in new business transition activities, team readiness assessments, and customer briefings • Collaborate with stakeholders to continuously optimize support workflows and service delivery processes
Required Qualifications: • 5+ years of experience in IT operations or service desk environments • 3+ years of experience in a help desk or computer operations role • 2+ years of experience in a supervisory or team lead capacity • Experience supporting federal clients and mission-critical systems • Strong communication, leadership, and conflict-resolution skills • Strong knowledge and experience with ServiceNow • Solid understanding of ITIL-based service desk metrics and reporting • Ability to manage teams in high-paced, compliance-regulated environments
Desired Certifications
(Candidates must have or be willing to obtain - candidate must have minimum of 2): • ITIL 4 Foundation • ITIL 4 Practitioner: Service Desk • HDI-Support Center Manager (HDI-SCM) • ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)
*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***
Hybrid in Washington, DC
Overview:
PSR Associates is seeking a Service Desk Supervisor to lead and oversee Tier 1 and Tier 2 IT support operations supporting a federal government client. The ideal candidate will bring proven experience managing enterprise-level IT Service Desks in compliance-driven environments, possess deep knowledge of ITIL frameworks, and demonstrate a customer-first approach to service delivery. This individual will serve as a key contributor to team leadership, performance monitoring, SLA compliance, and continuous improvement initiatives.
Key Responsibilities: • Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts • Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs • Implement and enforce ITIL-based best practices in incident, request, and problem management • Drive improvements in customer satisfaction and end-user experience • Monitor performance metrics and develop regular reporting on service levels and operational KPIs • Support onboarding, training, and scheduling of help desk staff • Participate in new business transition activities, team readiness assessments, and customer briefings • Collaborate with stakeholders to continuously optimize support workflows and service delivery processes
Required Qualifications: • 5+ years of experience in IT operations or service desk environments • 3+ years of experience in a help desk or computer operations role • 2+ years of experience in a supervisory or team lead capacity • Experience supporting federal clients and mission-critical systems • Strong communication, leadership, and conflict-resolution skills • Strong knowledge and experience with ServiceNow • Solid understanding of ITIL-based service desk metrics and reporting • Ability to manage teams in high-paced, compliance-regulated environments
Desired Certifications
(Candidates must have or be willing to obtain - candidate must have minimum of 2): • ITIL 4 Foundation • ITIL 4 Practitioner: Service Desk • HDI-Support Center Manager (HDI-SCM) • ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)
*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***