Service Desk Lead: Operations, Escalations & Mentoring

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

Benefits offered by this job

Health Insurance (if offered)

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise and optimize our service desk operations. You will manage weekly day-to-day activities, lead shift teams, and act as the primary escalation point while partnering with the Service Desk Manager on improvements.

The role requires a Bachelor’s degree, 6+ years in service desk operations, at least 2 years in a leadership role, and strong ITIL/ITSM knowledge.

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

Leadership

ITIL knowledge

ITSM platforms

Technical troubleshooting

Team supervision

Communication

Prioritization

Education

Bachelor's degree in IT / related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise and optimize our service desk operations. You will manage weekly day-to-day activities, lead shift teams, and act as the primary escalation point while partnering with the Service Desk Manager on improvements.

The role requires a Bachelor’s degree, 6+ years in service desk operations, at least 2 years in a leadership role, and strong ITIL/ITSM knowledge.