Federal Service Desk Shift Lead

asmexternalcareersite; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

ASM Research seeks a Service Desk Shift Supervisor to oversee a service-desk shift in a federal IT environment, ensuring timely, high-quality incident and service-request support.

You will coach analysts, manage ticket queues, SLAs, and escalations, and drive process improvements while aligning with enterprise service-management standards and program objectives. US citizenship required.

Qualifications

• 4–7 years in IT operations with at least 3 years in leadership.
• Understanding of service-delivery and ITIL-aligned processes.
• Experience with incident tracking systems.
• Ability to organize staff, supervise workload, and multi-task in fast-paced environments.
• U.S. citizenship and ability to obtain Public Trust clearance.
• Willingness to travel 10–25%.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift.
• Assign and monitor work across analysts to balance workload and meet SLAs.
• Manage escalations and coordinate with higher-tier support.
• Track KPIs: SLA compliance, ticket volumes, backlog, CSAT trends.
• Coach staff on troubleshooting, customer service, and procedures.
• Develop and refine incident-management procedures and knowledge articles.
• Facilitate day-to-day management of customer problems and follow-up.
• Support new business transitions and ensure service-desk readiness.

Skills

ITIL / ITSM

Leadership

Incident tracking

Customer service

Communication

Education

Bachelor’s degree in IT/Business/Management

Tools

ServiceNow

ITSM tools

Job description

ASM Research seeks a Service Desk Shift Supervisor to oversee a service-desk shift in a federal IT environment, ensuring timely, high-quality incident and service-request support.

You will coach analysts, manage ticket queues, SLAs, and escalations, and drive process improvements while aligning with enterprise service-management standards and program objectives. US citizenship required.