Service Desk Lead - IT Support & Team Leader

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

Job summary

ASM Research in Helena, MT is seeking a Customer Service Lead to oversee the service desk, ensure timely end-user support, and guide a team of specialists. You will act as escalation point and drive improvements to meet SLAs.

Responsibilities include daily operations, mentoring staff, performance reviews, and workforce planning while coordinating with IT and business leaders. A strong ITIL foundation and federal contracting experience are preferred.

Qualifications

• Bachelor's degree in IT, CS, or related field or equivalent experience.
• 7+ years 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

Leadership

ITIL practices

Problem-solving

Communication

Multitasking

Education

Bachelor's degree in IT/CS or related field

Tools

Ticketing systems

Service desk tools

Job description

ASM Research in Helena, MT is seeking a Customer Service Lead to oversee the service desk, ensure timely end-user support, and guide a team of specialists. You will act as escalation point and drive improvements to meet SLAs.

Responsibilities include daily operations, mentoring staff, performance reviews, and workforce planning while coordinating with IT and business leaders. A strong ITIL foundation and federal contracting experience are preferred.