Lead Service Desk Supervisor — Federal IT

ASM Research, An Accenture Federal Services Company; Austin (TX); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a shift, manage ticket queues, and ensure service levels for incidents and requests in a federal IT context. The role requires 3+ years in leadership within service delivery, ITIL knowledge, and strong customer service orientation.

Responsibilities include supervising analysts, balancing workloads, handling escalations, and tracking KPIs.

Qualifications

• High school diploma or GED required; Bachelor’s degree in IT, Business Admin, Management, or related field preferred, or equivalent relevant experience.
• 4-7 years in IT operations such as service desk or IT operations, with at least 3 years in a leadership role (team lead or supervisor).
• Strong understanding of service-delivery and service-desk principles, including ITIL-aligned processes.
• Proven leadership, communication, and interpersonal skills to organize staff and manage multiple tasks in a fast-paced environment.
• Ability to obtain and maintain a Public Trust investigation for U.S.-only federal IT context.
• Willingness to travel 10–25% as required.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with SLAs.
• Assign and monitor work across analysts to balance workload and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex or high-impact issues, coordinating with higher-tier support and other IT teams, and taking customer calls when needed.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends; recommend actions to address gaps.
• Coach and mentor staff on troubleshooting, customer service, and adherence to procedures and core values; participate in reviews.
• Assist in developing and refining incident-management procedures, knowledge articles, and SOPs to improve consistency and efficiency.
• Facilitate day-to-day management of customer problems and requests; follow up to verify satisfaction and address recurring concerns.
• Support new business transitions and projects; ensure service-desk readiness for new services.

Skills

Leadership

Communication

Customer service orientation

Ability to work in fast-paced

Public Trust eligibility

Education

Bachelor's degree in IT or related field

High school diploma or GED

Tools

ServiceNow

ITSM platforms

Incident tracking systems

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a shift, manage ticket queues, and ensure service levels for incidents and requests in a federal IT context. The role requires 3+ years in leadership within service delivery, ITIL knowledge, and strong customer service orientation.

Responsibilities include supervising analysts, balancing workloads, handling escalations, and tracking KPIs.