Service Desk Lead - ITIL & SLA Expert (Secret Clearance)

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

Job summary

ASM Research, an Accenture Federal Services Company, is seeking a Customer Service Lead to oversee service desk operations, mentor staff, and serve as the escalation point for complex incidents. You will drive improvements aligned with ITIL practices and SLAs to deliver high-quality end-user support.

The role requires 7+ years in IT support, 2+ years of leadership, a Bachelor’s in IT or related field, and security clearance.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• 7+ years in IT support or service desk environments.
• 2+ years leadership or supervisory experience.
• 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.
• Secret Security Clearance (if required).

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

IT leadership

ITIL practices

Service desk operations

Customer service

Problem solving

Multi-priority management

Communication

Education

Bachelor’s degree in IT or related field

Tools

Ticketing systems

Job description

ASM Research, an Accenture Federal Services Company, is seeking a Customer Service Lead to oversee service desk operations, mentor staff, and serve as the escalation point for complex incidents. You will drive improvements aligned with ITIL practices and SLAs to deliver high-quality end-user support.

The role requires 7+ years in IT support, 2+ years of leadership, a Bachelor’s in IT or related field, and security clearance.