Service Desk Lead: Operations & Escalations Leader

ASM Research, An Accenture Federal Services Company; Columbus (OH); 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 daily operations, coordinate shift teams, and act as the main escalation point. The role focuses on meeting SLAs, delivering quality support, and driving process improvements in a fast-paced federal IT environment.

You will partner with the Service Desk Manager on initiatives, provide technical guidance, mentor staff, and track performance metrics to ensure customer satisfaction and operational

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 processes

Technical troubleshooting

Team supervision

Shift operations

Performance metrics

Education

Bachelor's degree in IT/Business

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations, coordinate shift teams, and act as the main escalation point. The role focuses on meeting SLAs, delivering quality support, and driving process improvements in a fast-paced federal IT environment.

You will partner with the Service Desk Manager on initiatives, provide technical guidance, mentor staff, and track performance metrics to ensure customer satisfaction and operational