Federal IT Service Desk Shift Lead

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

Job summary

ASM Research, an Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift within a federal IT environment. You will manage ticket queues, triage incidents and service requests, and coordinate escalations to ensure timely, high-quality support and adherence to SLAs.

You will coach analysts on troubleshooting, customer service, and procedures, monitor performance metrics, and help refine incident-management processes to align with enterprise

Qualifications

• High school diploma or GED; degree preferred or equivalent experience.
• 4–7 years in IT operations with at least 3 years in a leadership role.
• Strong leadership, communication, and interpersonal skills for fast-paced environments.

Responsibilities

• Oversee day-to-day service-desk operations for a shift, aligning with SLAs.
• Assign and monitor work across analysts to balance workload and responsiveness.
• Manage escalations for complex issues, coordinating with higher-tier support.
• Track KPIs such as SLA compliance, ticket volumes, backlog, and CSAT trends.
• Coach staff on troubleshooting, customer service, and procedures.
• Help develop incident-management procedures and knowledge articles.
• Address customer problems and follow up to ensure satisfaction.
• Support new business transitions and ensure service-desk readiness.

Skills

Leadership

Communication

Interpersonal skills

Customer-service

Public Trust eligibility

Travel willingness

Education

Bachelor’s degree in IT, Business Administration, Management, or related field

Tools

ITIL Foundation

ServiceNow (ITSM)

Job description

ASM Research, an Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift within a federal IT environment. You will manage ticket queues, triage incidents and service requests, and coordinate escalations to ensure timely, high-quality support and adherence to SLAs.

You will coach analysts on troubleshooting, customer service, and procedures, monitor performance metrics, and help refine incident-management processes to align with enterprise