Service Desk Lead — ITIL Expert (Secret Clearance)

ASM Research, An Accenture Federal Services Company

Augusta (ME)

On-site

USD 68,000 - 180,000

Full time

14 days+

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Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead to oversee the service desk, ensuring high-quality end-user support and guiding a team of support specialists. You will serve as a key escalation point, drive improvements, and align services with organizational objectives in a fast-paced federal environment.

The role requires 7+ years in IT support or service desks, 2+ years in leadership, a Bachelor’s degree in IT/CS, and a Secret clearance.

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.
Secret Security Clearance.
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.

Responsibilities

Lead daily operations of the service desk and ensure timely resolution of user issues per SLAs.
Supervise and mentor 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 drive process improvements for 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 SOPs.
Conduct performance evaluations and provide coaching to team members.
Support workforce planning, scheduling, and workload distribution.