Service Desk Lead: ITIL-Driven SLA & People Leader

ASM Research, An Accenture Federal Services Company; Providence (RI); 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 service desk operations, manage a team of support specialists, and serve as the primary escalation point for high-priority incidents. The role emphasizes aligning support with business needs and driving continuous improvement.

The position requires a Bachelor’s degree in IT/CS (or equivalent), 7+ years in IT support, and 2+ years in leadership.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience 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

Service desk tools

Ticketing systems

Customer service

Communication

Problem solving

Security clearance

Education

Bachelor's degree in IT/CS

Tools

Ticketing systems

Job description

ASM Research, An Accenture Federal Services Company seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, manage a team of support specialists, and serve as the primary escalation point for high-priority incidents. The role emphasizes aligning support with business needs and driving continuous improvement.

The position requires a Bachelor’s degree in IT/CS (or equivalent), 7+ years in IT support, and 2+ years in leadership.