Service Desk Shift Lead - Federal IT Operations

ASM Research, An Accenture Federal Services Company; Tallahassee (FL); 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 manage a service desk shift and ensure timely, high‑quality IT support for incidents and requests in a federal environment.

You will guide analysts, monitor SLAs and performance metrics, coordinate escalations, and contribute to knowledge base and incident procedures while aligning with enterprise service management standards.

Qualifications

• Bachelor’s degree in IT, Business, Management, or related field preferred.
• 4–7 years IT operations experience with at least 3 years in leadership.
• Strong understanding of service‑delivery, ITIL‑aligned processes, and incident tracking.
• Proven customer‑service orientation with calmness under pressure.

Responsibilities

• Supervise day-to-day service-desk operations for the assigned shift and SLAs.
• Assign and monitor work to balance workload across analysts.
• Coordinate escalations with higher‑tier support and other IT teams.
• Track KPIs like SLA compliance and ticket volumes; report findings.
• Coach staff on troubleshooting, customer service, and procedures.
• Assist in incident‑management procedures and knowledge articles.
• Support new business transitions and ensure service-desk readiness.

Skills

Leadership

Customer service

Communication

IT operations

Education

Bachelor’s degree in IT/Business Administration/Management

High school diploma or GED

Tools

ServiceNow

ITIL

ITIL processes

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to manage a service desk shift and ensure timely, high‑quality IT support for incidents and requests in a federal environment.

You will guide analysts, monitor SLAs and performance metrics, coordinate escalations, and contribute to knowledge base and incident procedures while aligning with enterprise service management standards.