Service Desk Lead — IT Support & SLA Excellence

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

Job summary

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

This role functions as a primary escalation point, drives improvements, and aligns support with SLAs and organizational objectives. A strong ITIL background, leadership experience, and a security clearance are required.

Qualifications

• Bachelor’s degree or equivalent experience in IT or related field.
• 7+ years in IT support or service desk environments.
• 2+ years of leadership or supervisory experience.
• 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

Problem-solving

Communication

Customer service

Leadership

Education

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

Tools

Service desk tools

Ticketing systems

ITIL practices

Job description

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

This role functions as a primary escalation point, drives improvements, and aligns support with SLAs and organizational objectives. A strong ITIL background, leadership experience, and a security clearance are required.