Service Desk Lead: Drive Ops, SLA Excellence, Mentorship

ASM Research, An Accenture Federal Services Company; Montgomery (AL); On-site; USD 85,000 - 155,000; Full time

Job summary

ASM Research is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk, guiding weekly day-to-day operations and shift teams in Montgomery, AL. This role partners with the Service Desk Manager on process improvements, ensures SLA adherence, and drives customer satisfaction and operational excellence through mentoring, quality assurance, and performance reporting.

The ideal candidate has a Bachelor's degree, 6+ years in service desk operations, and at

Qualifications

• Bachelor's degree or equivalent in IT, business, or related field.
• 6+ years of service desk operations experience.
• Minimum 2 years in supervisory/lead roles.
• Strong ITIL knowledge and ITSM platform proficiency.
• Excellent problem-solving and leadership abilities.

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

Service Desk Operations Leadership

ITIL & IT Service Management Processes

Technical Troubleshooting & Escalation

Team Supervision & Mentoring

Shift Operations & Quality Control

Education

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

Tools

ServiceNow

ITSM platforms

Job description

ASM Research is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk, guiding weekly day-to-day operations and shift teams in Montgomery, AL. This role partners with the Service Desk Manager on process improvements, ensures SLA adherence, and drives customer satisfaction and operational excellence through mentoring, quality assurance, and performance reporting.

The ideal candidate has a Bachelor's degree, 6+ years in service desk operations, and at