Service Desk Lead - SLA-Driven Ops & Escalations

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 68,000 - 180,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee the service desk operations and mentor a team of support specialists. The role acts as escalation point and drives service improvements to meet SLAs and business needs.

The ideal candidate has a Bachelor’s degree in IT or related field, 7+ years in IT support, and 2+ years in leadership, with strong ITIL knowledge and excellent communication skills. A security clearance is required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support or service desk environments.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Secret Security Clearance

Responsibilities

• Lead daily operations of the service desk, ensuring timely resolution of user issues and adherence to SLAs.
• Supervise, mentor, and support a team of customer service and technical support staff.
• Act as the primary escalation point for complex or high-priority incidents.
• Monitor performance metrics and implement process improvements to enhance service quality and efficiency.
• Coordinate with IT teams, stakeholders, and leadership to align support services with business needs.
• Develop and maintain documentation, knowledge base articles, and standard operating procedures.
• Conduct performance evaluations and provide coaching to team members.
• Support workforce planning, scheduling, and workload distribution.

Skills

Service desk leadership

ITIL practices

Customer service

Problem solving

Communication skills

Education

Bachelor’s degree in Information Technology or related field

Tools

Ticketing systems

Job description

ASM Research, an Accenture Federal Services Company, is seeking a Customer Service Lead (SDL Leadership) to oversee the service desk operations and mentor a team of support specialists. The role acts as escalation point and drives service improvements to meet SLAs and business needs.

The ideal candidate has a Bachelor’s degree in IT or related field, 7+ years in IT support, and 2+ years in leadership, with strong ITIL knowledge and excellent communication skills. A security clearance is required.