Service Desk Lead: Lead Operations, SLA & Quality

ASM Research, An Accenture Federal Services Company; Austin (TX); 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, guide shift teams, and drive service quality. You will be the escalation point and partner with the Service Desk Manager on process improvements, focusing on customer satisfaction and operational excellence.

The role requires a Bachelor’s degree in IT/Business and 6+ years in service desk operations with at least 2 years in leadership, plus strong ITIL knowledge and ServiceNow/ITSM

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 Platforms

Troubleshooting

Leadership

Multi-tasking

Communication

Education

Bachelor's degree in IT, Business Administration, or related field

Tools

ServiceNow

ITSM Tools

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations, guide shift teams, and drive service quality. You will be the escalation point and partner with the Service Desk Manager on process improvements, focusing on customer satisfaction and operational excellence.

The role requires a Bachelor’s degree in IT/Business and 6+ years in service desk operations with at least 2 years in leadership, plus strong ITIL knowledge and ServiceNow/ITSM