Help Desk Lead & Service Delivery Coach

asmexternalcareersite; Quantico (VA); On-site; USD 75,000 - 120,000; Full time

Job summary

ASM Research is seeking a Help Desk Lead to oversee the internal IT Help Desk operations in the United States. The role blends hands-on troubleshooting with team leadership, supervising help desk analysts, managing ticket workflows, and driving continuous service delivery improvements.

The successful candidate will manage escalations, monitor SLAs, develop policies, and report on metrics while coordinating with cross-functional IT teams and ensuring security policy compliance.

Qualifications

• Bachelor's degree or equivalent experience as stated in the job description.
• Secret Security Clearance is required.
• 4–7 years of experience in a help desk or IT support leadership role.
• Experience with ticketing systems and ITSM best practices.
• Excellent troubleshooting skills across hardware, software, and network-level issues.
• Strong written and verbal communication skills for explaining technical issues to non-technical staff.
• Demonstrated ability to lead, coach, and motivate a team.

Responsibilities

• Supervise, schedule, and mentor Help Desk Analysts/Technicians, providing coaching and performance feedback.
• Serve as the escalation point for complex technical issues that frontline staff cannot resolve.
• Monitor ticket queues to ensure SLAs are met; reassign or prioritize tickets as needed.
• Develop, document, and enforce Help Desk policies, procedures, and knowledge base articles.
• Track and report on key metrics (ticket volume, resolution time, CSAT, first-call resolution).
• Monitor and support Tier 0 deflection effectiveness for internal users.
• Coordinate shift handoff with day shift lead/manager and overnight/weekend team.
• Manage onboarding/offboarding IT processes (account provisioning, equipment setup, access requests).
• Coordinate with other IT teams on incident and problem management.
• Identify recurring issues and drive root-cause analysis and permanent fixes.
• Administer and support ticketing systems (ServiceNow, Jira Service Management, Zendesk).
• Assist in training new hires on tools, systems, and support standards.
• Participate in IT projects (system rollouts, software deployments, hardware refreshes).
• Ensure compliance with security policies (password resets, access control, data handling).

Skills

ITSM experience

Troubleshooting

Communication

Leadership

Ticketing systems

Education

Bachelor's degree

Associate degree +2 years experience

4 years relevant experience

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

ASM Research is seeking a Help Desk Lead to oversee the internal IT Help Desk operations in the United States. The role blends hands-on troubleshooting with team leadership, supervising help desk analysts, managing ticket workflows, and driving continuous service delivery improvements.

The successful candidate will manage escalations, monitor SLAs, develop policies, and report on metrics while coordinating with cross-functional IT teams and ensuring security policy compliance.