Service Desk Lead · ITIL-Driven Leader & Escalation Expert

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee the service desk, ensure high-quality end-user support, and manage a team of specialists delivering timely technical assistance.

You will be the escalation point, drive improvements, and align service delivery with SLAs while mentoring staff and coordinating with IT and leadership to meet business needs.

Qualifications

• Bachelor’s degree in IT, CS, or related field or equivalent experience.
• 7+ years of IT support or service desk experience.
• 2+ years in a leadership or supervisory role.
• Strong knowledge of service desk tools, ticketing systems and ITIL practices.
• Excellent problem-solving, communication and customer service skills.

Responsibilities

• Lead daily operations of the service desk and ensure SLA adherence.
• Supervise, mentor, and coach a team of customer service staff.
• Serve as the primary escalation point for complex incidents.
• Monitor metrics and implement process improvements for quality.
• Coordinate with IT, stakeholders and leadership to align services.
• Develop and maintain documentation, knowledge bases, and SOPs.
• Conduct performance evaluations and workforce planning.

Skills

Leadership

ITIL

Customer Service

Problem Solving

Communication

Security Clearance

Education

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

Tools

Ticketing systems

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee the service desk, ensure high-quality end-user support, and manage a team of specialists delivering timely technical assistance.

You will be the escalation point, drive improvements, and align service delivery with SLAs while mentoring staff and coordinating with IT and leadership to meet business needs.