Service Desk Lead: ITIL‑Driven Ops & Escalations

ASM Research, An Accenture Federal Services Company; Madison (WI); On-site; USD 85,000 - 155,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, leads the service desk function, providing supervisory and operational leadership to ensure quality delivery and SLA adherence. The Service Desk Lead coordinates shifts, mentors staff, and partners with the Service Desk Manager on process improvements and strategic initiatives.

The role emphasizes customer satisfaction, operational excellence, and strong guidance in ITIL practices and ITSM platforms within a fast-paced environment.

Qualifications

• Bachelor's degree in IT, Business Administration, or related field.
• 6+ years of experience in service desk operations.
• Minimum 2 years of supervisory or lead experience.
• Strong understanding of ITIL principles and processes.
• Proficiency with service desk and ITSM platforms.
• Excellent problem-solving and technical troubleshooting skills.
• Strong leadership and communication abilities.
• Ability to manage multiple priorities in fast-paced environment.

Responsibilities

• Provide operational leadership and supervision of service desk operations
• Manage service desk shift operations and team coordination
• Serve as primary escalation point for service desk issues
• Monitor and ensure adherence to SLAs and quality standards
• Provide technical guidance and troubleshooting support
• Conduct service desk quality assurance reviews
• Train and mentor service desk personnel
• Generate shift reports and performance metrics

Skills

Service Desk Leadership

ITIL & ITSM

Technical Troubleshooting

Leadership & Communication

Multitasking in Fast-paced Environment

Education

Bachelor's degree in IT, Business Administration, or related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, leads the service desk function, providing supervisory and operational leadership to ensure quality delivery and SLA adherence. The Service Desk Lead coordinates shifts, mentors staff, and partners with the Service Desk Manager on process improvements and strategic initiatives.

The role emphasizes customer satisfaction, operational excellence, and strong guidance in ITIL practices and ITSM platforms within a fast-paced environment.