Service Desk Shift Lead - Federal IT Operations

ASM Research, An Accenture Federal Services Company; Carson City (NV); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to lead a service desk shift within a federal IT environment. You will oversee ticket intake, triage, and resolution workflows, while guiding analysts toward high-quality incident handling and strong customer service.

You will coach staff on troubleshooting, procedures, and data-security expectations, monitor metrics, and drive improvements.

Qualifications

• Bachelor's degree preferred or equivalent relevant experience.
• 4-7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience.
• Strong understanding of service-delivery and service-desk principles, metrics, and tools, including incident tracking systems and ITIL-aligned processes.
• Demonstrated leadership, communication, and interpersonal skills, with the ability to organize staff, supervise workload, and manage multiple tasks in a fast-paced environment.
• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.-only federal IT context, with U.S. citizenship as specified.
• Willingness and ability to work varying hours and travel 10–25% as required to support operations and stakeholder engagement.

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 key performance indicators such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends, and recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer-service skills, and adherence to service-desk procedures, policies, and core values, including performance feedback and participation in reviews.
• Assist in developing and refining incident-management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency.
• Facilitate day-to-day management of customer problems, requests, and issues, performing follow-up with customers to verify satisfaction and address recurring concerns.
• Support new business transitions and project work as needed, ensuring service-desk readiness for new services and maintaining awareness of the customer’s business environment.

Skills

Leadership

ITIL

Customer service

Communication

Team management

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, an Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to lead a service desk shift within a federal IT environment. You will oversee ticket intake, triage, and resolution workflows, while guiding analysts toward high-quality incident handling and strong customer service.

You will coach staff on troubleshooting, procedures, and data-security expectations, monitor metrics, and drive improvements.