Help Desk Team Lead - Mentorship, SLAs & Ops

ASM Research, An Accenture Federal Services Company; San Antonio (TX); On-site; USD 41,000 - 53,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, seeks a Help Desk Team Lead to oversee daily operations and mentor junior staff. The role ensures policy adherence, performance reviews, and escalation handling while maintaining SLAs.

The candidate will schedule team meetings, coordinate leave, and participate in annual reviews, with hours from 11PM to 8AM to support 24/7 service delivery.

Qualifications

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

Responsibilities

• Lead a team ensuring adherence to planning, policies and practices.
• Oversee daily Help Desk operations and supervise staff.
• Coordinate meetings, evaluations, and reporting.
• Act as escalation point for customer issues.
• Ensure SLAs are met and manage training for new staff.

Skills

Leadership

Customer service

Planning & scheduling

Communication

Problem solving

Team supervision

ITIL knowledge

Education

Bachelor’s degree

Tools

Service desk systems

IT tools

Job description

ASM Research, an Accenture Federal Services company, seeks a Help Desk Team Lead to oversee daily operations and mentor junior staff. The role ensures policy adherence, performance reviews, and escalation handling while maintaining SLAs.

The candidate will schedule team meetings, coordinate leave, and participate in annual reviews, with hours from 11PM to 8AM to support 24/7 service delivery.