Federal IT Service Desk Shift Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to oversee a service-desk shift delivering timely IT support in a federal environment. You will manage ticket queues, triage, documentation, and resolution workflows, ensuring SLAs are met and incidents and requests are handled efficiently.

You will coach analysts, monitor metrics, drive improvements, coordinate escalations, and support new service transitions while upholding security, core values, and

Qualifications

• Bachelor’s degree or equivalent experience in IT/related field.
• 4–7 years in IT operations with 3+ years in leadership roles.
• Understanding of service-delivery, service desk metrics, and ITIL.
• Strong leadership, communication and multitasking abilities.
• Citizenship and Public Trust eligibility for U.S. federal work.

Responsibilities

• Supervise day-to-day service-desk operations and ticket workflows.
• Assign work to analysts and monitor SLA adherence.
• Escalate complex issues and coordinate with higher-tier teams.
• Track KPIs, report on performance, and address gaps.
• Coach staff in troubleshooting, customer service, and procedures.
• Assist in developing incident-management procedures.
• Support transitions and readiness for new services.

Skills

Leadership

Customer service

Communication skills

Interpersonal skills

ITIL Foundation

Mentoring

Incident tracking

Education

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

High school diploma or GED; BS preferred

Tools

Incident tracking systems

ITIL-aligned processes

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to oversee a service-desk shift delivering timely IT support in a federal environment. You will manage ticket queues, triage, documentation, and resolution workflows, ensuring SLAs are met and incidents and requests are handled efficiently.

You will coach analysts, monitor metrics, drive improvements, coordinate escalations, and support new service transitions while upholding security, core values, and