Service Desk Lead: Elevate IT Support & SLAs

ASM Research, An Accenture Federal Services Company; Des Moines (IA); On-site; USD 68,000 - 180,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, in Des Moines, IA, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, lead a team of support specialists, and deliver timely and effective technical assistance.

This role serves as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with SLAs while partnering with IT teams and leadership to meet business needs.

Qualifications

• Bachelor’s degree in IT or related field (or equivalent experience).
• 7+ years of IT support or service desk experience.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools and ITIL practices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Secret Security Clearance

Responsibilities

• Lead daily operations of the service desk and ensure SLA adherence.
• Supervise and mentor customer service and technical staff.
• Act as primary escalation point for complex incidents.
• Monitor metrics and implement process improvements.
• Coordinate with IT teams and leadership to align support with business needs.
• Develop and maintain documentation and SOPs.
• Conduct performance evaluations and coaching.
• Support workforce planning, scheduling, and workload distribution.

Skills

Leadership

IT support

ITIL practices

Customer service

Team mentoring

Problem solving

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

Ticketing systems

ITIL tools

Job description

ASM Research, an Accenture Federal Services company, in Des Moines, IA, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, lead a team of support specialists, and deliver timely and effective technical assistance.

This role serves as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with SLAs while partnering with IT teams and leadership to meet business needs.