Service Desk Lead: Operations & Escalations

ASM Research, An Accenture Federal Services Company; Santa Fe (NM); 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 weekly operations, guide shift teams, and serve as the primary escalation point for service desk issues, ensuring quality service delivery.

You will work with the Service Desk Manager on process improvements and strategic initiatives while focusing on customer satisfaction and operational excellence. A Bachelor's degree and ITIL/ITSM knowledge are essential, with 6+ years in service desk operations.

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

Shift Supervision

Leadership & Communication

Education

Bachelor's degree in IT/Business/related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise weekly operations, guide shift teams, and serve as the primary escalation point for service desk issues, ensuring quality service delivery.

You will work with the Service Desk Manager on process improvements and strategic initiatives while focusing on customer satisfaction and operational excellence. A Bachelor's degree and ITIL/ITSM knowledge are essential, with 6+ years in service desk operations.