Service Desk Lead – ITIL & Escalations (Team Leader)

ASM Research, An Accenture Federal Services Company; Bismarck (ND); 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 the service desk, ensure top-notch end-user support, and guide a team of support specialists in delivering timely, effective technical assistance.

This role acts as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with SLAs in a federal contracting environment.

Qualifications

• Bachelor's degree in IT, CS, or related field or equivalent experience.
• 7+ years in IT support or service desk.
• 2+ years in leadership or supervision.
• Secret security clearance.
• Strong problem-solving and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Oversee daily service desk operations and meet SLAs.
• Supervise and mentor a team of support staff.
• Serve as primary escalation point for high-priority incidents.
• Monitor metrics and implement process improvements.
• Coordinate with IT teams and stakeholders to align services.
• Develop and maintain documentation and SOPs.
• Conduct performance evaluations and coaching.
• Support workforce planning and workload distribution.

Skills

Leadership

ITIL

Customer service

Problem solving

Communication

Service desk tools

Security clearance

Education

Bachelor's degree in IT/CS or related field

Equivalent experience

Tools

Service desk software

Ticketing systems

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee the service desk, ensure top-notch end-user support, and guide a team of support specialists in delivering timely, effective technical assistance.

This role acts as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with SLAs in a federal contracting environment.