Service Desk Lead - Elevate IT Support & Team Excellence

ASM Research, An Accenture Federal Services Company; Tallahassee (FL); 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, lead shift teams, and serve as the primary escalation point to ensure high-quality service delivery and customer satisfaction.

This role partners with the Service Desk Manager on process improvements and strategic initiatives, monitoring SLAs and metrics while guiding technical troubleshooting and mentoring staff.

Qualifications

• Bachelor's degree or higher in IT, business, or related field.
• 6+ years in service desk operations.
• Minimum 2 years of supervisory or lead experience.
• Strong knowledge of ITIL principles 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
• Conduct service desk quality assurance reviews
• Train and mentor service desk personnel
• Generate shift reports and performance metrics

Skills

Service Desk Leadership

ITIL & ITSM

Technical Troubleshooting

Team Supervision

Shift Operations

Education

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

Tools

ServiceNow

ITSM platforms

ITIL Foundation certification

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations, lead shift teams, and serve as the primary escalation point to ensure high-quality service delivery and customer satisfaction.

This role partners with the Service Desk Manager on process improvements and strategic initiatives, monitoring SLAs and metrics while guiding technical troubleshooting and mentoring staff.