Service Desk Lead | ITIL-Driven Support & Team Leadership

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk and ensure high-quality end-user support. You will direct daily operations, mentor staff, and act as the primary escalation point for complex incidents.

Applicants bring a Bachelor’s degree in IT or related field, 7+ years in IT support, and 2+ years of leadership. ITIL familiarity and strong communication are essential; clearance is required.

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 experience

ITIL knowledge

Customer service

Excellent communication

Problem solving

Education

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk and ensure high-quality end-user support. You will direct daily operations, mentor staff, and act as the primary escalation point for complex incidents.

Applicants bring a Bachelor’s degree in IT or related field, 7+ years in IT support, and 2+ years of leadership. ITIL familiarity and strong communication are essential; clearance is required.