Service Desk Lead: Operations & Escalation Expert

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

Job summary

ASM Research, An Accenture Federal Services Company (Providence, RI) is seeking a Service Desk Lead to supervise daily service desk operations and shift teams, ensuring quality service delivery and customer satisfaction. You will act as the primary escalation point and partner with the Service Desk Manager to improve processes and drive operational excellence.

The role requires a Bachelor's degree in IT or related field, 6+ years in service desk operations, and at least 2 years in supervision.

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

Technical Troubleshooting

Team Supervision

Shift Operations

Communication Skills

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company (Providence, RI) is seeking a Service Desk Lead to supervise daily service desk operations and shift teams, ensuring quality service delivery and customer satisfaction. You will act as the primary escalation point and partner with the Service Desk Manager to improve processes and drive operational excellence.

The role requires a Bachelor's degree in IT or related field, 6+ years in service desk operations, and at least 2 years in supervision.