Service Desk Lead | ITIL Expert & SLA Champion

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

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 timely technical assistance. You will lead a team of specialists, serve as the main escalation point, and drive improvements aligned with SLAs.

With 7+ years in IT support and 2+ years in leadership, you will mentor staff, manage performance, and coordinate with IT and leadership to meet business needs. A Secret clearance is required.

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.

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

Leadership

Customer service

Problem solving

Communication

multitasking

ITIL

Education

Bachelor’s degree in IT/CS or related field

Tools

Ticketing systems

ITIL practices

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead to oversee the service desk, ensuring high-quality end-user support and timely technical assistance. You will lead a team of specialists, serve as the main escalation point, and drive improvements aligned with SLAs.

With 7+ years in IT support and 2+ years in leadership, you will mentor staff, manage performance, and coordinate with IT and leadership to meet business needs. A Secret clearance is required.