Federal IT Service Desk Shift Lead

ASM Research, An Accenture Federal Services Company; Phoenix (AZ); 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 lead a shift, manage ticket queues, and coordinate with higher-tier teams to ensure timely, high‑quality IT support for federal environments.

The role emphasizes coaching analysts, adherence to documented procedures, data-security expectations, and driving improvements through performance metrics and knowledge base enhancements.

Qualifications

• High school diploma or GED required; Bachelor's degree in IT, Business Admin, Management, or related field preferred, or equivalent experience.
• 4-7 years in IT operations including at least 3 years of leadership experience in service-delivery or service-desk roles.
• Strong understanding of service-delivery, service-desk principles, metrics, and ITIL-aligned processes.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with SLAs.
• Assign and monitor work across analysts to balance workload and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex issues, coordinating with higher-tier support and other IT teams and take calls when needed.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends; recommend actions to address gaps.
• Coach and mentor staff on troubleshooting, customer-service, and adherence to procedures; participate in reviews.
• Assist in developing incident-management procedures, knowledge articles, and SOPs to improve efficiency.
• Facilitate day-to-day management of customer problems, follow up with customers to verify satisfaction, and address recurring concerns.
• Support new business transitions and projects, ensuring service-desk readiness for new services.

Skills

Leadership

Communication

Customer service

Interpersonal skills

Time management

Education

High school diploma or GED

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

Tools

ServiceNow

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to lead a shift, manage ticket queues, and coordinate with higher-tier teams to ensure timely, high‑quality IT support for federal environments.

The role emphasizes coaching analysts, adherence to documented procedures, data-security expectations, and driving improvements through performance metrics and knowledge base enhancements.