Service Desk Lead: Drive SLA Excellence & Team Growth

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to oversee weekly operations, supervise shift teams, ensure quality service delivery, and act as the primary escalation point. You will partner with the Service Desk Manager on process improvements and strategic initiatives.

The role emphasizes customer satisfaction, operational excellence, and meeting SLAs, with responsibilities including coaching staff, generating reports, and mentoring service desk personnel in a

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

Service Desk Leadership

ITIL Principles

Communication skills

Problem-solving

Multi-priority management

Supervisory experience

Education

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

Tools

ITSM platforms

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to oversee weekly operations, supervise shift teams, ensure quality service delivery, and act as the primary escalation point. You will partner with the Service Desk Manager on process improvements and strategic initiatives.

The role emphasizes customer satisfaction, operational excellence, and meeting SLAs, with responsibilities including coaching staff, generating reports, and mentoring service desk personnel in a