Lead Service Desk Manager — Elevate User Support
ASM Research, An Accenture Federal Services Company
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Job summary
ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee service desk operations and deliver high-quality end-user support. You will lead a team of support specialists, ensuring timely and effective technical assistance, and act as a key escalation point to drive continuous improvement and alignment with service level objectives.
The role emphasizes coaching, performance evaluations, scheduling, and ensuring efficient incident
Qualifications
- Bachelor’s degree in IT, computer science, or related field (or equivalent).
- 7+ years IT support or service desk experience.
- 2+ years leadership or supervisory experience.
- Strong knowledge of service desk tools, ticketing systems, and ITIL.
- Excellent problem-solving and customer service skills.
- Secret Security Clearance
Responsibilities
- Lead daily service desk operations and ensure SLA adherence.
- Supervise and mentor customer service and technical staff.
- Serve as primary escalation point for complex incidents.
- Monitor metrics and implement service improvements.
- Coordinate with IT teams and stakeholders.
- Develop and maintain documentation and SOPs.
- Conduct performance evaluations and coaching.
- Support workforce planning and workload distribution.
Skills
Education
Tools
Job description
ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee service desk operations and deliver high-quality end-user support. You will lead a team of support specialists, ensuring timely and effective technical assistance, and act as a key escalation point to drive continuous improvement and alignment with service level objectives.
The role emphasizes coaching, performance evaluations, scheduling, and ensuring efficient incident
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