Service Desk Lead: ITIL, Escalations & Clearance

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, mentor staff, and drive incidents to resolution while aligning with SLAs.

The role advances service delivery through metrics, documentation, and collaboration with IT teams; requires 7+ years IT support, 2+ years leadership, and a Secret Clearance; ITIL knowledge is preferred; federal contracting experience a plus.

Qualifications

• Bachelor's degree or equivalent experience in IT/CS.
• 7+ years IT support or service desk experience.
• 2+ years 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.

Education

Bachelor's degree in Information Technology/Computer Science or related field

Equivalent experience

Problem solving

Communication

Customer service

Multi-priority management

ITIL practices

Service desk tools

Tools

Service desk software

Ticketing systems

ITIL practices

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, mentor staff, and drive incidents to resolution while aligning with SLAs.

The role advances service delivery through metrics, documentation, and collaboration with IT teams; requires 7+ years IT support, 2+ years leadership, and a Secret Clearance; ITIL knowledge is preferred; federal contracting experience a plus.