Service Desk Lead: ITIL, SLAs & Team Mentorship

ASM Research, An Accenture Federal Services Company; Montgomery (AL); 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 the service desk, deliver high-quality end-user support, and lead a team of support specialists in resolving issues promptly. The role serves as an escalation point, drives continuous improvement in service delivery, and ensures alignment with SLAs, ITIL practices, and organizational priorities.

You will monitor metrics, develop knowledge base content, and mentor staff to advance service excellence

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• 7+ years in IT support or service desk.
• 2+ years in leadership or supervisory roles.
• Secret security clearance.
• Strong problem-solving and communication skills.

Responsibilities

• Lead daily service desk operations and SLA adherence.
• Supervise and mentor customer service and technical staff.
• Act as primary escalation point for complex incidents.
• Monitor metrics and drive process improvements.
• Coordinate with IT teams and leadership on service alignment.
• Develop and maintain knowledge base and SOPs.
• Conduct performance evaluations and coaching.
• Support workforce planning and workload distribution.

Skills

IT service desk leadership

Incident management

Team supervision

Service desk tools, ITIL

Communication & customer service

Secret security clearance

Education

Bachelor’s degree in Information Technology or related field

Tools

Ticketing systems

ITIL frameworks

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Customer Service Lead to oversee the service desk, deliver high-quality end-user support, and lead a team of support specialists in resolving issues promptly. The role serves as an escalation point, drives continuous improvement in service delivery, and ensures alignment with SLAs, ITIL practices, and organizational priorities.

You will monitor metrics, develop knowledge base content, and mentor staff to advance service excellence