IT Service Desk Shift Lead (Federal) - SLA & Metrics

ASM Research, An Accenture Federal Services Company; Olympia (WA); Presencial; USD 68.000 - 133.000; Jornada completa

Descripción de la vacante

ASM Research, An Accenture Federal Services Company is seeking a Service Desk Shift Supervisor to oversee a service-desk shift ensuring timely, high-quality support for incidents and service requests in a federal IT environment.

The supervisor coordinates ticket queues, staff assignments, and escalations, while coaching analysts on troubleshooting and customer service and driving process improvements to align with enterprise service-management standards and program objectives.

Formación

• 4–7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience.
• Understanding of service-delivery and service-desk metrics, tools, and incident tracking systems (ITIL-aligned).
• Demonstrated leadership and interpersonal skills to organize staff and manage workloads.
• Ability to obtain and maintain a Public Trust investigation and work in a U.S.-only federal IT context.

Responsabilidades

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows.
• Assign and monitor work across analysts to balance workload and meet defined SLAs.
• Manage escalations for complex issues, coordinating with higher‑tier support and other IT teams.
• Track and report KPIs such as SLA compliance, ticket volumes, and customer-satisfaction trends.
• Coach and mentor staff on troubleshooting, customer service, and procedures, including performance feedback.
• Assist in developing incident-management procedures, knowledge articles, and SOPs.
• Facilitate day-to-day management of customer problems and follow up to verify satisfaction.
• Support new business transitions and project work, ensuring service-desk readiness for new services.

Conocimientos

Leadership experience

Customer-service orientation

Incident tracking systems

Strong communication

Ability to manage multiple tasks

Problem solving

Educación

Bachelor’s degree in IT, Business Admin, Management, or related field

High school diploma or GED

Herramientas

ServiceNow

ITSM platforms

Descripción del empleo

ASM Research, An Accenture Federal Services Company is seeking a Service Desk Shift Supervisor to oversee a service-desk shift ensuring timely, high-quality support for incidents and service requests in a federal IT environment.

The supervisor coordinates ticket queues, staff assignments, and escalations, while coaching analysts on troubleshooting and customer service and driving process improvements to align with enterprise service-management standards and program objectives.