Service Desk Lead: Elevate IT Support & SLA Delivery

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations from a Harrisburg-area location. The role focuses on improving service delivery, guiding shift teams, and acting as the main escalation point for complex issues.

The candidate will collaborate with the Service Desk Manager on process improvements, uphold ITIL standards, and drive customer satisfaction and operational excellence for federal clients.

Qualifications

• Bachelor's degree required in IT, Business Admin or a related field.
• 6+ years of experience in service desk operations.
• Minimum 2 years in a supervisory or lead role.
• Strong ITIL knowledge and processes.

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.
• Train and mentor service desk personnel.
• Generate shift reports and performance metrics.

Skills

Service Desk Leadership

ITIL & ITSM

Team Supervision

Troubleshooting & Escalation

Education

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

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations from a Harrisburg-area location. The role focuses on improving service delivery, guiding shift teams, and acting as the main escalation point for complex issues.

The candidate will collaborate with the Service Desk Manager on process improvements, uphold ITIL standards, and drive customer satisfaction and operational excellence for federal clients.