Service Desk Lead: Elevate IT Support & SLA Excellence

ASM Research, An Accenture Federal Services Company; Topeka (KS); 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 weekly operations, guide shift teams, and act as the primary escalation point for service desk issues. The role focuses on delivering quality service and operational excellence.

The Lead works with the Service Desk Manager on process improvements and strategic initiatives, while maintaining high customer satisfaction and efficient performance metrics across the operation.

Qualifications

• Bachelor degree or higher in IT, business admin, or related field.
• 6+ years 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

ITIL knowledge

Service desk ops

Leadership

Troubleshooting

Communication

Multi-site coordination

Education

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

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise weekly operations, guide shift teams, and act as the primary escalation point for service desk issues. The role focuses on delivering quality service and operational excellence.

The Lead works with the Service Desk Manager on process improvements and strategic initiatives, while maintaining high customer satisfaction and efficient performance metrics across the operation.