Service Desk Shift Lead: Drive IT Support Excellence

ASM Research, An Accenture Federal Services Company; Washington (District of Columbia); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift, manage ticket queues, assign analysts, and escalate complex issues while maintaining SLA targets in a U.S. federal IT environment.

The role emphasizes coaching, adherence to procedures and data-security expectations, and driving process improvements through performance metrics and knowledge base refinements. Travel up to 25% may be required.

Qualifications

• High school diploma or GED; Bachelor’s degree preferred, or equivalent experience.
• 4–7 years in IT operations such as service-desk or IT operations, with 3+ years leadership in a service-delivery role.
• Strong understanding of service-delivery principles, ITIL-aligned processes, and incident tracking tools.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows.
• Assign and monitor work across analysts to balance workload and ensure incidents and requests are handled within SLAs.
• Manage escalations for complex issues, coordinating with higher-tier support and other IT teams and handling calls when needed.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends; propose actions to close gaps.
• Coach and mentor staff on troubleshooting, customer service, and adherence to procedures and core values; participate in reviews.
• Assist in developing and refining incident-management procedures, knowledge articles, and SOPs to improve consistency and efficiency.
• Facilitate day-to-day management of customer problems and follow-up to verify satisfaction and address recurring issues.
• Support new business transitions and projects, ensuring service-desk readiness for new services.

Skills

Leadership experience

Customer-service orientation

ITIL knowledge

Communication skills

Public Trust eligibility

Education

High school diploma or GED

Bachelor’s degree in IT/Business Administration/Management or related field

Tools

ServiceNow

Incident tracking systems

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift, manage ticket queues, assign analysts, and escalate complex issues while maintaining SLA targets in a U.S. federal IT environment.

The role emphasizes coaching, adherence to procedures and data-security expectations, and driving process improvements through performance metrics and knowledge base refinements. Travel up to 25% may be required.