Service Desk Leader — ITIL-Driven Support & Escalations

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, mentor staff, and serve as escalation point for complex incidents in a federal contracting environment.

You will ensure SLAs, drive continuous improvements, manage workforce planning, and develop documentation and SOPs while maintaining compliance with security clearance requirements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of IT support or service desk experience.
• 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

Leadership

Customer service

Problem solving

Communication

Multitasking

Security clearance

Education

Bachelor's degree in IT or related field

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Lead (SDL Leadership) to oversee service desk operations, mentor staff, and serve as escalation point for complex incidents in a federal contracting environment.

You will ensure SLAs, drive continuous improvements, manage workforce planning, and develop documentation and SOPs while maintaining compliance with security clearance requirements.