Service Desk Lead - ITIL-Driven Support & SLAs

ASM Research, An Accenture Federal Services Company; Phoenix (AZ); 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, mentor staff, and serve as a key escalation point. You will ensure SLA adherence, drive continuous improvements, and align support with business needs in a fast-paced federal contracting environment.

The role requires a bachelor’s in IT/CS, 7+ years in IT support, 2+ years of leadership, strong problem-solving and communication skills, and a Secret clearance.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 7+ years of IT support or service desk experience.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.
• 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

Problem solving

Communication

Customer service

Multi-priority management

Education

Bachelor's degree in IT/CS

Tools

IT service desk tools

Ticketing systems

ITIL practices

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, mentor staff, and serve as a key escalation point. You will ensure SLA adherence, drive continuous improvements, and align support with business needs in a fast-paced federal contracting environment.

The role requires a bachelor’s in IT/CS, 7+ years in IT support, 2+ years of leadership, strong problem-solving and communication skills, and a Secret clearance.