Service Desk Lead: SLA-Driven Leadership & Escalations

ASM Research, An Accenture Federal Services Company; Santa Fe (NM); 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 operations, coordinate shift teams, and serve as the primary escalation point, driving service quality and customer satisfaction. You will apply ITIL practices, mentor staff, and track performance metrics while partnering with the Service Desk Manager on process improvements and strategic initiatives.

Strong leadership, problem-solving skills, and the ability to manage multiple priorities in a

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

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Lead to supervise daily operations, coordinate shift teams, and serve as the primary escalation point, driving service quality and customer satisfaction. You will apply ITIL practices, mentor staff, and track performance metrics while partnering with the Service Desk Manager on process improvements and strategic initiatives.

Strong leadership, problem-solving skills, and the ability to manage multiple priorities in a