Service Desk Lead - Drive SLA Excellence & Team Growth

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

Job summary

ASM Research in Saint Paul is seeking a Service Desk Lead to supervise daily service desk operations, guide shift teams, and act as the primary escalation point for issues, ensuring quality service delivery and customer satisfaction.

Collaborating with the Service Desk Manager, you will drive process improvements, monitor SLAs, provide technical guidance, and mentor staff while supporting enterprise IT goals.

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

Problem Solving

Communication

Team Supervision

Shift Coordination

Customer Service

Multi-tasking

Education

Bachelor's degree in IT/Business

Tools

ITSM Platforms

ServiceNow

Job description

ASM Research in Saint Paul is seeking a Service Desk Lead to supervise daily service desk operations, guide shift teams, and act as the primary escalation point for issues, ensuring quality service delivery and customer satisfaction.

Collaborating with the Service Desk Manager, you will drive process improvements, monitor SLAs, provide technical guidance, and mentor staff while supporting enterprise IT goals.