Service Desk Lead: Operations & Escalation Champion

ASM Research, An Accenture Federal Services Company; Atlanta (GA); 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 provide supervisory and operational leadership for the service desk. The role oversees weekly day-to-day operations, leads shift teams, and acts as the primary escalation point for issues in Atlanta, GA.

You will partner with the Service Desk Manager on process improvements and strategic initiatives while maintaining a focus on 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 Operations Leadership

ITIL & IT Service Management Processes

Technical Troubleshooting & Escalation

Team Supervision & Mentoring

Shift Operations & Quality Control

Education

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

Tools

ServiceNow platform

ITSM platforms

Job description

ASM Research, an Accenture Federal Services Company, is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk. The role oversees weekly day-to-day operations, leads shift teams, and acts as the primary escalation point for issues in Atlanta, GA.

You will partner with the Service Desk Manager on process improvements and strategic initiatives while maintaining a focus on customer satisfaction and operational excellence.