Service Desk Lead - Elevate Operations & SLA Excellence

ASM Research, An Accenture Federal Services Company; Baton Rouge (LA); 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 provide supervisory and operational leadership for the service desk. You will manage weekly day-to-day operations, lead shift teams, and ensure quality service delivery while collaborating with the Service Desk Manager on process improvements.

You will also focus on customer satisfaction, SLAs, and operational excellence, guiding technical staff and mentoring junior members in a fast-paced, multi-site federal

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

ITIL & ITSM

Supervisory Experience

Technical Troubleshooting

Team Mentoring

SLA Monitoring

Education

Bachelor's degree in IT/Business or related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk. You will manage weekly day-to-day operations, lead shift teams, and ensure quality service delivery while collaborating with the Service Desk Manager on process improvements.

You will also focus on customer satisfaction, SLAs, and operational excellence, guiding technical staff and mentoring junior members in a fast-paced, multi-site federal