Service Desk Shift Lead | Federal IT, SLA Champion

ASM Research, An Accenture Federal Services Company; Lansing (MI); Sur place; USD 68 000 - 133 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service desk shift, manage ticket queues, assignments, and escalations, and ensure timely, high‑quality support within a federal IT environment.

The role includes coaching analysts, monitoring performance metrics, and driving process improvements to stay aligned with enterprise standards and program objectives. Travel 10–25% may be required.

Qualifications

• Bachelor’s degree in IT, Business Administration, Management, or related field preferred.
• 4–7 years in IT operations with 3+ years of leadership in service‑desk roles.
• Strong knowledge of service delivery, service desk metrics, and ITIL‑aligned processes.
• Proven leadership, communication, and interpersonal skills for staff organization.
• Customer‑centric mindset and the ability to handle high‑volume periods calmly.

Responsabilités

• Supervise day‑to‑day service‑desk operations for an assigned shift, including ticket intake and resolution workflows.
• Assign and monitor work to balance workload and ensure SLAs are met.
• Manage escalations and coordinate with higher‑tier support and IT teams.
• Track KPIs like SLA compliance, ticket volumes, backlog, and CSAT trends.
• Coach staff on troubleshooting, customer service, and procedures; participate in evaluations.
• Help develop incident management procedures and knowledge articles; support new services.

Connaissances

Leadership

Customer service

Communication

Problem solving

Team coordination

Formation

Bachelor’s degree in IT/Business/Management

Outils

ServiceNow

Description du poste

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to oversee a service desk shift, manage ticket queues, assignments, and escalations, and ensure timely, high‑quality support within a federal IT environment.

The role includes coaching analysts, monitoring performance metrics, and driving process improvements to stay aligned with enterprise standards and program objectives. Travel 10–25% may be required.