Service Desk Lead - ITIL & Escalation Expert

ASM Research, An Accenture Federal Services Company; Saint Paul (MN); 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 service desk operations and drive high-quality end-user support. You will lead a team, ensure timely issue resolution, and act as a primary escalation point for complex incidents.

The role requires 7+ years in IT support with 2+ years in leadership, strong ITIL knowledge, and excellent communication and problem-solving skills. Security clearance is required.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 7+ years IT support or service desk experience.
• 2+ years leadership 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 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 practices

Service desk tools

Ticketing systems

Customer service

Multi-priority management

Education

Bachelor's degree in IT/CS or related field

Tools

Service desk tools

Ticketing systems

Job description

ASM Research, an Accenture Federal Services company, seeks a Customer Service Lead to oversee service desk operations and drive high-quality end-user support. You will lead a team, ensure timely issue resolution, and act as a primary escalation point for complex incidents.

The role requires 7+ years in IT support with 2+ years in leadership, strong ITIL knowledge, and excellent communication and problem-solving skills. Security clearance is required.