Service Desk Lead - ITIL & Escalations Expert

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk and deliver timely, high-quality end-user support. You will lead a team of support specialists and serve as the primary escalation point for complex incidents.

The role requires a bachelor’s degree in IT/CS (or equivalent), 7+ years in IT support, and 2+ years of leadership, with strong ITIL and ticketing system knowledge.

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.

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

ITIL practices

Problem-solving

Communication

Multi-priority management

Leadership

Education

Bachelor's degree in IT/CS

Tools

Ticketing systems

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk and deliver timely, high-quality end-user support. You will lead a team of support specialists and serve as the primary escalation point for complex incidents.

The role requires a bachelor’s degree in IT/CS (or equivalent), 7+ years in IT support, and 2+ years of leadership, with strong ITIL and ticketing system knowledge.