Customer Service Lead (SDL Leadership)

ASM Research, An Accenture Federal Services Company; Tallahassee (FL); On-site; USD 68,000 - 180,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk, guide a team of support specialists, and ensure high-quality end-user assistance in a fast-paced federal environment.

This role serves as the escalation point, drives improvements, and ensures SLAs are met while coordinating with IT teams and leadership.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support or service desk environments.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Secret Security Clearance
• ITIL certification (Foundation or higher).
• Experience in federal or government contract environments.
• Familiarity with enterprise systems, cloud environments, and cybersecurity best practices.
• Experience implementing service improvement initiatives or process optimization.
• Strong analytical and reporting skills.

Responsibilities

• Lead daily operations of the service desk, ensuring timely resolution of user issues and adherence to SLAs.
• Supervise, mentor, and support a team of customer service and technical support staff.
• Act as the primary escalation point for complex or high-priority incidents.
• Monitor performance metrics and implement process improvements to enhance service quality and efficiency.
• Coordinate with IT teams, stakeholders, and leadership to align support services with business needs.
• Develop and maintain documentation, knowledge base articles, and standard operating procedures.
• Conduct performance evaluations and provide coaching to team members.
• Support workforce planning, scheduling, and workload distribution.

Skills

Leadership

Customer service

Problem solving

Communication

Multitasking

ITIL practices

Service desk tools

Ticketing systems

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

Ticketing software

Job description

Position Overview

The Customer Service Lead (SDL Leadership) is responsible for overseeing service desk operations, ensuring high-quality end-user support, and leading a team of support specialists in delivering timely and effective technical assistance. This role serves as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with organizational service level objectives.

Key Responsibilities

• Lead daily operations of the service desk, ensuring timely resolution of user issues and adherence to SLAs.


• Supervise, mentor, and support a team of customer service and technical support staff.


• Act as the primary escalation point for complex or high-priority incidents.


• Monitor performance metrics and implement process improvements to enhance service quality and efficiency.


• Coordinate with IT teams, stakeholders, and leadership to align support services with business needs.


• Develop and maintain documentation, knowledge base articles, and standard operating procedures.


• Conduct performance evaluations and provide coaching to team members.


• Support workforce planning, scheduling, and workload distribution.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).


• 7+ years of experience in IT support or service desk environments.


• 2+ years of leadership or supervisory experience.


• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.


• Excellent problem-solving, communication, and customer service skills.


• Ability to manage multiple priorities in a fast-paced environment.


• Secret Security Clearance

Preferred Qualifications

• ITIL certification (Foundation or higher).


• Experience in federal or government contract environments.


• Familiarity with enterprise systems, cloud environments, and cybersecurity best practices.


• Experience implementing service improvement initiatives or process optimization.


• Strong analytical and reporting skills.

Compensation Ranges

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.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in \"Knowledge, Skills and Abilities\" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, \"light office duties' or \"lifting up to 50 pounds\" or \"some travel\" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$67,900 - $180,000

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.