Federal IT Service Desk Lead

ASM Research, An Accenture Federal Services Company; Little Rock (AR); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research is seeking a Service Desk Shift Supervisor to oversee a service‑desk shift within a federal IT environment. You will manage ticket queues, staff assignments, and escalations to meet response targets, while coaching analysts on troubleshooting and customer service.

You will monitor performance metrics, drive process improvements, and ensure adherence to service‑desk procedures and security expectations. Occasional travel of up to 25% may be required.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• 4–7 years in IT operations with at least 3 years of leadership.
• Familiar with service‑delivery principles and ITIL‑aligned processes.

Responsibilities

• Supervise day‑to‑day service‑desk operations for a shift, including ticket intake and resolution workflows.
• Assign and monitor work across analysts to meet SLAs.
• Manage escalations and coordinate with higher‑tier support.
• Track KPIs like SLA compliance and ticket volumes and report trends.
• Coach staff on troubleshooting, customer service, and procedures.

Skills

Service desk leadership

ITIL knowledge

Incident management

Customer service

Education

Bachelor’s degree preferred

High school diploma or GED required

Tools

ITSM tools (ServiceNow)

Incident tracking systems

Job description

ASM Research is seeking a Service Desk Shift Supervisor to oversee a service‑desk shift within a federal IT environment. You will manage ticket queues, staff assignments, and escalations to meet response targets, while coaching analysts on troubleshooting and customer service.

You will monitor performance metrics, drive process improvements, and ensure adherence to service‑desk procedures and security expectations. Occasional travel of up to 25% may be required.