Service Desk Lead — ITIL Expert & Team Leader

asmexternalcareersite; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ASM Research in the United States is seeking a Customer Service Lead to oversee service desk operations and guide a team of support specialists in delivering timely technical assistance.

The role acts as a primary escalation point, drives service improvements, and ensures alignment with SLAs. Strong leadership, ITIL knowledge, and exceptional communication are essential for success. Experience with federal contracting environments is a plus.

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

Leadership

IT service desk

ITIL knowledge

Communication skills

Problem solving

Education

Bachelor’s degree in IT / CS

Tools

Ticketing systems

Documentation tools

Job description

ASM Research in the United States is seeking a Customer Service Lead to oversee service desk operations and guide a team of support specialists in delivering timely technical assistance.

The role acts as a primary escalation point, drives service improvements, and ensures alignment with SLAs. Strong leadership, ITIL knowledge, and exceptional communication are essential for success. Experience with federal contracting environments is a plus.