Service Desk Lead - Lead, Mentor & Optimize SLAs

ASM Research, An Accenture Federal Services Company; Springfield (IL); On-site; USD 85,000 - 155,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations, oversee shift teams, and serve as the primary escalation point ensuring quality service delivery.

You will partner with the Service Desk Manager on process improvements, monitor SLAs, mentor staff, and generate reports to drive customer satisfaction and operational excellence.

Qualifications

• Bachelor's degree in IT, Business Administration, or related field.
• 6+ years of experience in service desk operations.
• Minimum 2 years of supervisory or lead experience.
• Strong understanding of ITIL principles and processes.
• Proficiency with service desk and ITSM platforms.
• Excellent problem-solving and technical troubleshooting skills.
• Strong leadership and communication abilities.
• Ability to manage multiple priorities in fast-paced environment.

Responsibilities

• Provide operational leadership and supervision of service desk operations
• Manage service desk shift operations and team coordination
• Serve as primary escalation point for service desk issues
• Monitor and ensure adherence to SLAs and quality standards
• Provide technical guidance and troubleshooting support
• Conduct service desk quality assurance reviews
• Train and mentor service desk personnel
• Generate shift reports and performance metrics

Skills

Service Desk Leadership

ITIL & ITSM

Technical Troubleshooting

Team Supervision

Shift Operations

Education

Bachelor's degree in IT/Business/Related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations, oversee shift teams, and serve as the primary escalation point ensuring quality service delivery.

You will partner with the Service Desk Manager on process improvements, monitor SLAs, mentor staff, and generate reports to drive customer satisfaction and operational excellence.