Federal IT Service Desk Shift Lead

ASM Research, An Accenture Federal Services Company; Dover; On-site; GBP 51,000 - 99,000; Full time

Job summary

ASM Research, an Accenture federal services company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift, ensuring timely, high-quality support for incidents and service requests within a federal IT environment. The supervisor coaches analysts on troubleshooting practices, customer service, and adherence to documented procedures and data-security expectations.

By monitoring performance metrics and recurring issues, the position helps drive process improvements and maintain

Qualifications

• High school diploma or GED required; Bachelor's degree preferred, or equivalent relevant experience.
• 4-7 years in IT operational areas with 3+ years leadership in service‑delivery or service‑desk.
• Strong understanding of service‑delivery principles, metrics, and tools, including incident tracking and ITIL processes.
• Proven leadership, communication, and interpersonal skills for staffing and workload management.
• Customer‑service orientation with calm, courteous handling during high volume periods.
• Ability to obtain and maintain a Public Trust; U.S. citizenship required for a U.S.-only federal IT context.
• Willingness to travel 10–25% as needed.

Responsibilities

• Supervise day‑to‑day service‑desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with agreed service levels.
• Assign and monitor work across analysts to balance workload, maintain responsiveness, and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex or high‑impact technical issues, coordinating with higher‑tier support and other IT teams and taking customer calls directly when needed.
• Track and report key performance indicators such as SLA compliance, ticket volumes, backlog, and customer‑satisfaction trends, and recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer‑service skills, and adherence to service‑desk procedures, policies, and core values, including performance feedback and participation in reviews.
• Assist in developing and refining incident‑management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency.
• Facilitate day‑to‑day management of customer problems, requests, and issues, performing follow‑up with customers to verify satisfaction and address recurring concerns.
• Support new business transitions and project work as needed, ensuring service‑desk readiness for new services and maintaining awareness of the customer’s business environment.

Skills

Leadership

Customer service

Incident management

ITIL

Communication

Team mentoring

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

ITSM tools

Job description

ASM Research, an Accenture federal services company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift, ensuring timely, high-quality support for incidents and service requests within a federal IT environment. The supervisor coaches analysts on troubleshooting practices, customer service, and adherence to documented procedures and data-security expectations.

By monitoring performance metrics and recurring issues, the position helps drive process improvements and maintain