Service Desk Lead — ITIL & Escalation Expert

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee service desk operations and deliver high-quality end-user support. You will lead a team of support specialists, ensure timely resolutions, and act as a primary escalation point to drive service improvements.

The role requires 7+ years in IT support, 2+ years in leadership, strong ITIL knowledge, and a Secret clearance.

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.

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

Customer service

Problem solving

Communication

Multi-tasking

ITIL

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Equivalent experience

Tools

Ticketing systems

ITIL practices

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee service desk operations and deliver high-quality end-user support. You will lead a team of support specialists, ensure timely resolutions, and act as a primary escalation point to drive service improvements.

The role requires 7+ years in IT support, 2+ years in leadership, strong ITIL knowledge, and a Secret clearance.