Service Desk Lead & Escalation Champion

ASM Research, An Accenture Federal Services Company

Carson City (NV)

On-site

USD 68,000 - 180,000

Full time

14 days+

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Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead to oversee the service desk and guide a team of support specialists in delivering timely, high-quality technical assistance.

You will be the escalation point for complex incidents, monitor SLAs, and drive process improvements while aligning with business needs. Requires a IT/CS degree (or equivalent), 7+ years IT support, 2+ years leadership, and a Secret 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.