IT Service Desk Lead — SLA & Escalation Champion

ASM Research, An Accenture Federal Services Company; Washington (District of Columbia); On-site; USD 68,000 - 180,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk operations, ensure timely user support, and guide a team of specialists in delivering high-quality IT assistance.

The role acts as escalation point, partners with IT and leadership to align services with business needs, drive improvements, manage workloads, and coach staff while maintaining SLAs.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support or service desk environments.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Secret Security Clearance

Responsibilities

• Lead daily operations of the service desk, ensuring timely resolution of user issues and adherence to SLAs.
• Supervise, mentor, and support a team of customer service and technical support staff.
• Act as the primary escalation point for complex or high-priority incidents.
• Monitor performance metrics and implement process improvements to enhance service quality and efficiency.
• Coordinate with IT teams, stakeholders, and leadership to align support services with business needs.
• Develop and maintain documentation, knowledge base articles, and standard operating procedures.
• Conduct performance evaluations and provide coaching to team members.
• Support workforce planning, scheduling, and workload distribution.

Skills

Leadership

IT support

Customer service

Communication

Problem-solving

Multi-tasking

Education

Bachelor's degree in IT / related field

Tools

ITIL tools

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk operations, ensure timely user support, and guide a team of specialists in delivering high-quality IT assistance.

The role acts as escalation point, partners with IT and leadership to align services with business needs, drive improvements, manage workloads, and coach staff while maintaining SLAs.