Service Desk Lead

asmexternalcareersite; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ASM Research is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk, overseeing weekly day-to-day operations and shift teams. The role collaborates with the Service Desk Manager on process improvements while focusing on customer satisfaction and operational excellence.

The Lead serves as the primary escalation point for issues, ensuring SLA adherence and guiding technical troubleshooting, QA reviews, mentoring staff, and reporting on performance

Qualifications

• Bachelor's degree in IT, Business Administration, or related field.
• 6+ years of experience in service desk operations.
• Minimum 2 years of supervisory or lead experience.
• Strong understanding of ITIL principles and processes.
• Proficiency with service desk and ITSM platforms.
• Excellent problem-solving and technical troubleshooting skills.
• Strong leadership and communication abilities.
• Ability to manage multiple priorities in fast-paced environment.

Responsibilities

• Provide operational leadership and supervision of service desk operations.
• Manage service desk shift operations and team coordination.
• Serve as primary escalation point for service desk issues.
• Monitor and ensure adherence to SLAs and quality standards.
• Provide technical guidance and troubleshooting support.
• Conduct service desk quality assurance reviews.
• Train and mentor service desk personnel.
• Generate shift reports and performance metrics.

Skills

Leadership

ITIL knowledge

Technical troubleshooting

Communication

Multi-tasking

Education

Bachelor's degree in IT, Business Administration, or related field

Tools

ServiceNow

ITSM platforms

Job description

The Service Desk Lead provides supervisory and operational leadership for the company’s service desk functions. This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities

• Provide operational leadership and supervision of service desk operations
• Manage service desk shift operations and team coordination
• Serve as primary escalation point for service desk issues
• Monitor and ensure adherence to SLAs and quality standards
• Provide technical guidance and troubleshooting support
• Conduct service desk quality assurance reviews
• Train and mentor service desk personnel
• Generate shift reports and performance metrics

Required Qualifications

• Bachelor's degree in IT, Business Administration, or related field
• 6+ years of experience in service desk operations
• Minimum 2 years of supervisory or lead experience
• Strong understanding of ITIL principles and processes
• Proficiency with service desk and ITSM platforms
• Excellent problem-solving and technical troubleshooting skills
• Strong leadership and communication abilities
• Ability to manage multiple priorities in fast-paced environment

Job Specific Skills

• Service Desk Operations Leadership
• ITIL & IT Service Management Processes
• Technical Troubleshooting & Escalation Management
• Team Supervision & Mentoring
• Shift Operations & Quality Control

Preferred Skills

• ITIL Foundation certification
• ServiceNow platform expertise
• Federal IT operations experience
• Multi-site service desk coordination
• Performance metrics and reporting

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in \"Knowledge, Skills and Abilities\" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, \"light office duties' or \"lifting up to 50 pounds\" or \"some travel\" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.