Service Desk Lead | ITIL Pro & Escalation Champion

ASM Research, An Accenture Federal Services Company; Raleigh (NC); 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 our service desk operations in a federal environment. You will lead a team of specialists, ensure high-quality end-user support, and serve as the primary escalation point for complex incidents.

Ideal candidates have 7+ years in IT support, 2+ years in leadership, and strong ITIL knowledge, with the ability to drive process improvements and maintain SLAs in a fast-paced setting.

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 support

ITIL knowledge

Communication

Problem-solving

Education

Bachelor's degree in IT/CS

Tools

Ticketing systems

ITIL tools

Job description

ASM Research, an Accenture Federal Services Company, seeks a Customer Service Lead to oversee our service desk operations in a federal environment. You will lead a team of specialists, ensure high-quality end-user support, and serve as the primary escalation point for complex incidents.

Ideal candidates have 7+ years in IT support, 2+ years in leadership, and strong ITIL knowledge, with the ability to drive process improvements and maintain SLAs in a fast-paced setting.