Service Desk Shift Lead - Federal IT Excellence

ASM Research, An Accenture Federal Services Company; Bismarck (ND); 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 lead a service-desk shift in a federal IT environment. You will supervise ticket intake, triage, documentation, and resolution workflows, ensuring SLAs are met while coaching analysts.

You will monitor KPIs and drive process improvements, mentoring staff on troubleshooting and customer service, with readiness for new services and occasional travel.

Qualifications

• Requires high school diploma or GED; bachelor’s in IT/Business Admin or related field preferred.
• 4–7 years IT operations experience with at least 3 years in a leadership role.
• Strong understanding of service-delivery, service-desk metrics, and ITIL-aligned processes.
• Proven leadership, communication, and multitasking in fast-paced environments.
• Ability to obtain and maintain a Public Trust and work in a U.S.-only federal IT context.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with agreed service levels.
• Assign and monitor work across analysts to balance workload, maintain responsiveness, and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex or high-impact technical issues, coordinating with higher-tier support and other IT teams and taking customer calls directly when needed.
• Track and report KPI such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends; recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer-service skills, and adherence to procedures and policies.
• Assist in developing incident-management procedures, knowledge articles, and SOPs to improve consistency and efficiency.
• Facilitate day-to-day management of customer problems, requests, and issues, performing follow-up with customers to verify satisfaction.
• Support new business transitions and project work, ensuring service-desk readiness for new services.

Skills

Leadership

ITIL

Service Desk

Incident Management

Customer Service

Education

High School Diploma/GED

Bachelor’s degree in IT/Business Admin/Management

Tools

ServiceNow

Incident Tracking Systems

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to lead a service-desk shift in a federal IT environment. You will supervise ticket intake, triage, documentation, and resolution workflows, ensuring SLAs are met while coaching analysts.

You will monitor KPIs and drive process improvements, mentoring staff on troubleshooting and customer service, with readiness for new services and occasional travel.