Service Desk Lead - Ops Leader & Escalation Champion

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to supervise daily operations, guide shift teams, and act as the primary escalation point for issues. The role focuses on maintaining SLA adherence and delivering high-quality service in a dynamic environment.

Collaborate with the Service Desk Manager on process improvements and strategic initiatives while prioritizing customer satisfaction and operational excellence.

Qualifications

• Bachelor's degree in IT, Business Admin, or related field.
• 6+ years 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 a 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 Knowledge

Troubleshooting

Leadership & Mentoring

Communication

Multi-tasking

Education

Bachelor's degree in IT/Business

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to supervise daily operations, guide shift teams, and act as the primary escalation point for issues. The role focuses on maintaining SLA adherence and delivering high-quality service in a dynamic environment.

Collaborate with the Service Desk Manager on process improvements and strategic initiatives while prioritizing customer satisfaction and operational excellence.