Federal IT Service Desk Shift Lead

ASM Research, An Accenture Federal Services Company; Sacramento (CA); 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, ensuring end users receive timely, high‑quality support for incidents and service requests in a federal IT environment.

The role coaches analysts, assigns work, monitors SLAs, and coordinates escalations while tracking KPIs and driving improvements in incident management and knowledge base procedures.

Qualifications

• 4–7 years in IT operations including at least 3 years of leadership experience in a service-delivery or service-desk role.
• Strong understanding of service-delivery principles, metrics, and ITIL-aligned processes.
• Ability to obtain and maintain a Public Trust and work in a U.S.-only federal IT context.

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 or high-impact issues, coordinating with higher-tier support and other IT teams.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends.
• Coach and mentor staff on technical troubleshooting, customer-service skills, and adherence to procedures and policies.
• Assist in developing and refining incident-management procedures and knowledge articles.
• Support new business transitions and project work, ensuring service-desk readiness for new services.

Skills

Leadership experience

ITIL

Customer service

Communication

Public Trust eligibility

Travel willingness

Education

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

Equivalent relevant experience

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, ensuring end users receive timely, high‑quality support for incidents and service requests in a federal IT environment.

The role coaches analysts, assigns work, monitors SLAs, and coordinates escalations while tracking KPIs and driving improvements in incident management and knowledge base procedures.