Service Desk Lead — ITIL-Driven SLA Champion

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

Job summary

ASM Research, An Accenture Federal Services Company in New Jersey is seeking a Customer Service Lead (SDL Leadership) to oversee the service desk, ensure high-quality end-user support, and guide a team of support specialists. You will serve as escalation point and drive improvements to meet SLAs and ITIL practices.

The ideal candidate has a bachelor’s degree in IT or CS, 7+ years in IT support, 2+ years of leadership, strong communication, and a US security clearance.

Qualifications

• Bachelor’s degree in IT, CS, or related field, or equivalent experience.
• 7+ years in IT support or service desk.
• 2+ years in leadership.
• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.
• 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

Customer service

Problem solving

Communication

Multitasking

Secret Security Clearance

ITIL knowledge

Education

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

ITIL Certification (Foundation or higher)

Tools

Ticketing systems

Job description

ASM Research, An Accenture Federal Services Company in New Jersey is seeking a Customer Service Lead (SDL Leadership) to oversee the service desk, ensure high-quality end-user support, and guide a team of support specialists. You will serve as escalation point and drive improvements to meet SLAs and ITIL practices.

The ideal candidate has a bachelor’s degree in IT or CS, 7+ years in IT support, 2+ years of leadership, strong communication, and a US security clearance.