Enterprise Service Desk Supervisor

About the role

Bowhead Logistics Management LLC, a UIC Government Services company, is seeking an experienced, self-driven Enterprise Service Desk (ESD) Supervisor to support the EITaaS contract for the Department of the Air Force. This role supports the ESD Project Manager by managing technician performance, tracking deliverables, completing quality reviews, and ensuring service quality and schedule compliance.

Responsibilities

• 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.
• Manage the daily performance of technicians on shift, meeting defined service levels and performance metrics.
• Apply your own technical expertise to back up front-line troubleshooting and guide incident resolution, stepping in on complex or high-impact issues.
• 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.
• Surface technical or customer-related issues that could affect desk operations early, ensuring timely escalation and mitigation.
• Enforce data security and handling protocols, and contribute to planning and process-improvement initiatives that sharpen desk efficiency.

Requirements

• 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: Active DoD Secret or higher clearance, experience with IT Service Management (ITSM) tools, and experience working within the Department of Defense.

Qualifications

• Required: Bachelor’s degree in a relevant field.
• Physical Demands: Must be able to lift up to 25 pounds, stand and walk for prolonged amounts of time, twist, bend, and squat periodically.

Benefits

• Final compensation reflects relevant experience, leadership background, certifications, education, and work location.

Pay

This is a full-time, exempt salaried management position.

Schedule

An 8-hour shift, Saturday-Wednesday, scheduled between 2PM and 11PM Central.