Service Desk Shift Lead — Federal IT Operations

ASM Research, An Accenture Federal Services Company; Hartford (CT); 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 oversee a service-desk shift, ensure timely IT support, and drive KPI-focused improvements within a federal IT setting.

You will coach analysts, manage escalation paths, and coordinate with higher-tier support while maintaining compliance with ITIL-aligned processes and enterprise service standards.

Qualifications

• High school diploma or GED required; a Bachelor's in IT or related field preferred.
• 4–7 years in IT operations with 3+ years in leadership.
• Strong ITIL-based service-management knowledge.
• Ability to obtain and maintain a U.S. Public Trust clearance.
• Willingness to travel 10–25%.

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

Customer service

Communication

Decision making

Education

High school diploma or GED

Bachelor's degree in IT or related field preferred

Tools

ITIL Foundation

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to oversee a service-desk shift, ensure timely IT support, and drive KPI-focused improvements within a federal IT setting.

You will coach analysts, manage escalation paths, and coordinate with higher-tier support while maintaining compliance with ITIL-aligned processes and enterprise service standards.