Service Desk Lead - ITIL-Driven Support & Escalations

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a Customer Service Lead to oversee the service desk operations and deliver high-quality end-user IT support. You will lead a team of support specialists and serve as the escalation point for complex incidents.

The role requires a Bachelor’s degree in IT or related field, 7+ years in IT support, 2+ years in leadership, ITIL knowledge, and the ability to manage multiple priorities in a fast-paced environment; a Secret Security Clearance is

Qualifications

• Bachelor’s degree in IT 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, 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 service desk operations and meet SLAs.
• Supervise and mentor service desk staff.
• Act as primary escalation point for high-priority incidents.
• Monitor metrics and drive process improvements.
• Coordinate with IT teams and leadership to align support with business needs.
• Develop and maintain knowledge base and SOPs.
• Conduct performance evaluations and coaching.
• Support workforce planning, scheduling, and workload distribution.

Skills

Leadership experience

Customer service

Problem-solving

Communication

Multitasking

Secret clearance

Education

Bachelor’s degree in IT or related field

Equivalent experience

Tools

ITIL practices

Ticketing systems

Service management tools

Job description

ASM Research, an Accenture Federal Services company, seeks a Customer Service Lead to oversee the service desk operations and deliver high-quality end-user IT support. You will lead a team of support specialists and serve as the escalation point for complex incidents.

The role requires a Bachelor’s degree in IT or related field, 7+ years in IT support, 2+ years in leadership, ITIL knowledge, and the ability to manage multiple priorities in a fast-paced environment; a Secret Security Clearance is