Help Desk Lead - Night Shift & SLA Steward

asmexternalcareersite; San Antonio (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

ASM Research is seeking a Help Desk Team Lead to guide a skilled support team and oversee daily operations. The role includes mentoring junior members, scheduling workloads, and contributing to annual evaluations.

You will ensure SLAs are met, manage calendars, coordinate meetings, and handle escalations. The position supports hiring, training, and performance reviews with ITIL knowledge valued.

Qualifications

• Bachelor’s Degree (May be substituted with equivalent experience).
• HDI Support Center Team Lead Certified a plus.
• 3-5 years of experience as a Customer Service Representative or Help Desk Operator; 0-2 years of management experience.

Responsibilities

• Lead the program or department and mentor staff; enforce policies and core values.
• Schedule meetings, approve time off, and manage the team calendar.
• Ensure SLAs are met and handle escalations via phone or ticket system.
• Participate in hiring, interviewing, and annual reviews.
• Oversee training and conduct performance reviews and corrective actions.

Skills

Leadership

Team management

Scheduling

Customer service

ITIL knowledge

Education

Bachelor's Degree or equivalent experience

Tools

Service desk systems

IT tools

Job description

ASM Research is seeking a Help Desk Team Lead to guide a skilled support team and oversee daily operations. The role includes mentoring junior members, scheduling workloads, and contributing to annual evaluations.

You will ensure SLAs are met, manage calendars, coordinate meetings, and handle escalations. The position supports hiring, training, and performance reviews with ITIL knowledge valued.