Service Desk Lead: Ops, Escalation & Quality

asmexternalcareersite; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ASM Research is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk, overseeing weekly day-to-day operations and shift teams. The role collaborates with the Service Desk Manager on process improvements while focusing on customer satisfaction and operational excellence.

The Lead serves as the primary escalation point for issues, ensuring SLA adherence and guiding technical troubleshooting, QA reviews, mentoring staff, and reporting on performance

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

Technical troubleshooting

Communication

Multi-tasking

Education

Bachelor's degree in IT, Business Administration, or related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research is seeking a Service Desk Lead to provide supervisory and operational leadership for the service desk, overseeing weekly day-to-day operations and shift teams. The role collaborates with the Service Desk Manager on process improvements while focusing on customer satisfaction and operational excellence.

The Lead serves as the primary escalation point for issues, ensuring SLA adherence and guiding technical troubleshooting, QA reviews, mentoring staff, and reporting on performance