Service Desk Lead: Operational Leadership & SLA Expert

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a Service Desk Lead to supervise daily service desk operations, manage shift teams, and act as the primary escalation point. You will drive quality, SLAs, and customer satisfaction while collaborating with the Service Desk Manager on process improvements.

Ideal candidates have a bachelor’s degree in IT or related fields, 6+ years in service desk ops, and 2+ years in leadership, with strong ITIL knowledge and ITSM platform proficiency.

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

Leadership

Problem solving

Communication

Troubleshooting

Team supervision

Priority management

Education

Bachelor's degree in IT/Business related field

6+ years in service desk operations

2+ years supervisory/lead experience

ITIL principles & processes

Tools

ITSM platforms

Job description

ASM Research, an Accenture Federal Services company, seeks a Service Desk Lead to supervise daily service desk operations, manage shift teams, and act as the primary escalation point. You will drive quality, SLAs, and customer satisfaction while collaborating with the Service Desk Manager on process improvements.

Ideal candidates have a bachelor’s degree in IT or related fields, 6+ years in service desk ops, and 2+ years in leadership, with strong ITIL knowledge and ITSM platform proficiency.