Service Desk Lead: Elevate Support & Team Excellence

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk, ensure high-quality end-user support, and lead a team of specialists in delivering timely technical assistance.

You will act as the primary escalation point, monitor SLAs, drive process improvements, mentor staff, and coordinate with IT and leadership to align support with business needs.

This role requires a Bachelor’s degree, ITIL knowledge, and a Secret security clearance.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support or service desk environments.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools, ticketing systems, 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, ensuring timely resolution of user issues and adherence to SLAs.
• Supervise, mentor, and support a team of customer service and technical support staff.
• Act as the primary escalation point for complex or high-priority incidents.
• Monitor performance metrics and implement process improvements to enhance service quality and efficiency.
• Coordinate with IT teams, stakeholders, and leadership to align support services with business needs.
• Develop and maintain documentation, knowledge base articles, and standard operating procedures.
• Conduct performance evaluations and provide coaching to team members.
• Support workforce planning, scheduling, and workload distribution.

Skills

Service desk leadership

ITIL practices

People management

Customer service

Problem solving

Education

Bachelor’s degree in IT/CS

Tools

Ticketing systems

Knowledge base

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk, ensure high-quality end-user support, and lead a team of specialists in delivering timely technical assistance.

You will act as the primary escalation point, monitor SLAs, drive process improvements, mentor staff, and coordinate with IT and leadership to align support with business needs.

This role requires a Bachelor’s degree, ITIL knowledge, and a Secret security clearance.