Service Desk Shift Lead — Federal IT Operations

ASM Research, An Accenture Federal Services Company; Juneau (AK); 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, ensuring timely, high-quality support. This role manages ticket queues, staff assignments, and escalations to meet response and resolution targets in a federal IT environment.

You will coach analysts on troubleshooting practices, customer service, and adherence to procedures, while monitoring performance metrics and driving process improvements to align with enterprise

Qualifications

• 5+ years in IT operations with at least 3 years in leadership
• Strong understanding of service-delivery metrics and ITIL-aligned processes
• Experience with incident tracking systems
• Ability to obtain Public Trust clearance and US citizenship
• Excellent communication and customer-service orientation

Responsibilities

• Supervise day-to-day service-desk operations and SLAs
• Assign work across analysts to balance workload and ensure timely resolution
• Manage escalations with higher-tier support and other IT teams
• Track KPIs like SLA compliance, ticket volumes, backlog, and customer satisfaction
• Coach staff on troubleshooting, customer-service, and procedures
• Assist in developing and refining incident-management procedures and knowledge articles
• Support new business transitions and project work for service-readiness

Skills

Leadership experience

Customer service

Communication skills

IT service desk knowledge

Incident management

Education

Bachelor’s degree in IT or related field

High school diploma or GED

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service-desk shift, ensuring timely, high-quality support. This role manages ticket queues, staff assignments, and escalations to meet response and resolution targets in a federal IT environment.

You will coach analysts on troubleshooting practices, customer service, and adherence to procedures, while monitoring performance metrics and driving process improvements to align with enterprise