Service Desk Lead - ITIL & Customer Support Leader

ASM Research, An Accenture Federal Services Company; Lincoln (NE); 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, drive SLAs, and mentor a team of support specialists in delivering timely technical assistance.

Responsibilities include acting as escalation point, coordinating with IT teams, and developing SOPs to improve service quality. Requires a IT-related bachelor’s degree (or equivalent), 7+ years IT support, 2+ years leadership, ITIL knowledge, and a secret clearance.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 7+ years in IT support or service desk.
• 2+ years in leadership or supervision.
• 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

Communication

Problem solving

Customer service

ITIL

Education

Bachelor's degree (IT/CS)

Tools

Ticketing systems

ITIL practices

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk, drive SLAs, and mentor a team of support specialists in delivering timely technical assistance.

Responsibilities include acting as escalation point, coordinating with IT teams, and developing SOPs to improve service quality. Requires a IT-related bachelor’s degree (or equivalent), 7+ years IT support, 2+ years leadership, ITIL knowledge, and a secret clearance.