Service Desk Lead - SLA Mastery & Team Coach
ASM Research, An Accenture Federal Services Company
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Job summary
ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to supervise daily operations, lead shift teams, and ensure quality service delivery. You will partner with the Service Desk Manager on process improvements and strategic initiatives to boost customer satisfaction.
Responsibilities include monitoring SLAs, guiding troubleshooting, mentoring staff, and reporting performance metrics in a fast-paced environment.
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
Education
Tools
Job description
ASM Research, An Accenture Federal Services Company, seeks a Service Desk Lead to supervise daily operations, lead shift teams, and ensure quality service delivery. You will partner with the Service Desk Manager on process improvements and strategic initiatives to boost customer satisfaction.
Responsibilities include monitoring SLAs, guiding troubleshooting, mentoring staff, and reporting performance metrics in a fast-paced environment.
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