Service Desk Lead: Shift Operations & Escalations

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead in Boise, ID to provide supervisory and operational leadership for the service desk. You will manage weekly day-to-day operations, lead shift teams, ensure quality service delivery, and act as the primary escalation point for issues.

You will collaborate with the Service Desk Manager on process improvements, ITIL-based practices, and metrics reporting to support customer satisfaction and operational excellence

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 Operations Leadership

ITIL & ITSM Processes

Technical Troubleshooting & Escalation

Team Supervision & Mentoring

Shift Operations & Quality Control

ITIL Foundation certification

ServiceNow platform

Federal IT operations experience

Multi-site service desk coordination

Performance metrics & reporting

Education

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

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead in Boise, ID to provide supervisory and operational leadership for the service desk. You will manage weekly day-to-day operations, lead shift teams, ensure quality service delivery, and act as the primary escalation point for issues.

You will collaborate with the Service Desk Manager on process improvements, ITIL-based practices, and metrics reporting to support customer satisfaction and operational excellence