Service Desk Lead: Ops, Escalations & Quality

ASM Research, An Accenture Federal Services Company; Nashville (TN); 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 service desk operations and shift teams, ensuring quality service delivery and customer satisfaction. The role partners with the Service Desk Manager on process improvements and strategic initiatives.

The ideal candidate will have a Bachelor's degree in IT or related field, 6+ years in service desk ops, and at least 2 years in a supervisory role, with strong ITIL knowledge and ITSM tool

Qualifications

• Bachelor's degree in IT, Business Administration, or related field required.
• 6+ years of experience in service desk operations required.
• Minimum 2 years of supervisory or lead experience required.
• Strong understanding of ITIL principles and processes required.
• Proficiency with service desk and ITSM platforms required.
• Excellent problem-solving and technical troubleshooting skills required.
• Strong leadership and communication abilities required.
• Ability to manage multiple priorities in fast-paced environment required.

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 Operations Leadership

ITIL & IT Service Management Processes

Technical Troubleshooting & Escalation

Team Supervision & Mentoring

Shift Operations & Quality Control

Education

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

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company is seeking a Service Desk Lead to supervise daily service desk operations and shift teams, ensuring quality service delivery and customer satisfaction. The role partners with the Service Desk Manager on process improvements and strategic initiatives.

The ideal candidate will have a Bachelor's degree in IT or related field, 6+ years in service desk ops, and at least 2 years in a supervisory role, with strong ITIL knowledge and ITSM tool