Service Desk Lead — Operations & Escalation Champion

ASM Research, An Accenture Federal Services Company; Helena (MT); In loco; USD 85.000 - 155.000; Tempo pieno

Descrizione del lavoro

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise day-to-day operations, guide shift teams, and act as the primary escalation point for service desk issues.

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

Competenze

• Bachelor's degree in IT, Business Administration, or related field.
• 6+ years of service desk operations experience.
• 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 a fast-paced environment.

Mansioni

• 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.

Conoscenze

Service desk operations experience

Supervisory experience

ITIL knowledge

ITSM platforms

Troubleshooting

Leadership

Prioritization

Formazione

Bachelor's degree

Strumenti

ServiceNow

Descrizione del lavoro

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise day-to-day operations, guide shift teams, and act as the primary escalation point for service desk issues.

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