Service Desk Lead — ITIL & Escalation Expert

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead to manage the service desk and drive first-rate user support in a federal context. You will lead a team, mentor staff, and act as the escalation point for high-priority incidents, ensuring SLAs are met while fostering continuous service improvements.

You will collaborate with IT teams and leadership to align support services with business needs, develop SOPs, and evaluate performance.

Qualifications

• Bachelor’s degree or equivalent experience.
• 7+ years IT support or service desk experience.
• 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 service desk operations and ensure timely resolution of user issues while meeting SLAs.
• Supervise, mentor, and support a team of customer service and technical support staff.
• Serve as the primary escalation point for complex or high-priority incidents.
• Monitor performance metrics and implement improvements to quality and efficiency.
• Coordinate with IT teams, stakeholders, and leadership to align services with business needs.
• Develop and maintain documentation, knowledge bases, and SOPs.
• Conduct performance evaluations and provide coaching to team members.
• Assist with workforce planning, scheduling, and workload distribution.

Skills

Leadership

ITIL practices

Service desk tools

Problem solving

Communication

Multitasking

Security clearance

Education

Bachelor's degree in IT/CS or related field

Tools

Ticketing systems

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead to manage the service desk and drive first-rate user support in a federal context. You will lead a team, mentor staff, and act as the escalation point for high-priority incidents, ensuring SLAs are met while fostering continuous service improvements.

You will collaborate with IT teams and leadership to align support services with business needs, develop SOPs, and evaluate performance.