Service Desk Lead — Shift Ops & Escalations

ASM Research, An Accenture Federal Services Company; Dover (DE); 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 and optimize daily service desk operations, coordinating shift teams and escalating issues. The role focuses on quality, SLAs, and customer satisfaction while partnering with the Service Desk Manager on process improvements.

The position requires a Bachelor's degree in IT or related field, 6+ years in service desk operations, and at least 2 years of supervisory experience, with strong ITIL knowledge 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 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 seeks a Service Desk Lead to supervise and optimize daily service desk operations, coordinating shift teams and escalating issues. The role focuses on quality, SLAs, and customer satisfaction while partnering with the Service Desk Manager on process improvements.

The position requires a Bachelor's degree in IT or related field, 6+ years in service desk operations, and at least 2 years of supervisory experience, with strong ITIL knowledge and