Service Desk Lead — Operations & SLA Champion

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to provide supervisory and operational leadership for service desk functions. The role manages weekly day-to-day operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues.

The ideal candidate partners with the Service Desk Manager on process improvements and strategic initiatives while maintaining a strong focus on customer satisfaction and

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

Troubleshooting & Escalation

Team Mentoring

Shift Operations

Education

Bachelor's degree

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to provide supervisory and operational leadership for service desk functions. The role manages weekly day-to-day operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues.

The ideal candidate partners with the Service Desk Manager on process improvements and strategic initiatives while maintaining a strong focus on customer satisfaction and