Service Desk Lead - ITIL & Escalations Champion

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

Job summary

ASM Research is seeking a Customer Service Lead to oversee the service desk in Columbia, SC, ensuring high-quality end-user support and guiding a team of specialists delivering timely technical assistance.

The role acts as the primary escalation point, drives improvements, aligns with SLAs, and collaborates with IT teams and leadership to meet business needs while maintaining documentation and coaching.

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.

Job description

ASM Research is seeking a Customer Service Lead to oversee the service desk in Columbia, SC, ensuring high-quality end-user support and guiding a team of specialists delivering timely technical assistance.

The role acts as the primary escalation point, drives improvements, aligns with SLAs, and collaborates with IT teams and leadership to meet business needs while maintaining documentation and coaching.