Service Desk Lead: Lead Operations & SLA Champion

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

Job summary

ASM Research, An Accenture Federal Services Company seeks a Service Desk Lead to oversee weekly service desk operations, supervise shift teams, and ensure high-quality service delivery. You will work closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

This role requires a Bachelor's degree in IT or a related field, 6+ years in service desk operations, and strong ITIL knowledge to

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 & IT Service Management

Troubleshooting & Escalation

Team Supervision

Shift Operations

Education

Bachelor's degree in IT/Business Admin

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company seeks a Service Desk Lead to oversee weekly service desk operations, supervise shift teams, and ensure high-quality service delivery. You will work closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

This role requires a Bachelor's degree in IT or a related field, 6+ years in service desk operations, and strong ITIL knowledge to