Service Desk Shift Lead - Federal IT & SLA Champion

ASM Research, An Accenture Federal Services Company; Saint Paul (MN); 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 incident and service request support within SLAs. You will coach analysts, manage escalations, and drive improvements in a federal IT environment.

The role requires 4–7 years in IT ops with at least 3 years in leadership, strong ITIL/process knowledge, and the ability to work rotating hours with 10–25% travel. U.S.

Qualifications

• Requires a high school diploma or GED; bachelor’s degree preferred or equivalent experience.
• 4–7 years in IT operations/service desk with at least 3 years in leadership roles.
• Solid understanding of service delivery, ITIL-aligned processes, and incident tracking tools.
• Proven leadership, communication, and customer-service orientation.
• Ability to obtain Public Trust and work in a U.S. federal context; U.S. citizenship required.
• Willingness to travel 10–25% as required.

Responsibilities

• 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 meet SLAs.
• Manage escalations and coordinate with higher‑tier support and IT teams.
• Track KPIs such as SLA compliance, ticket volumes, and customer satisfaction.
• Coach staff on troubleshooting, service‑desk procedures, and performance feedback.
• Help develop incident‑management procedures and knowledge articles.
• Facilitate problem management and follow up with customers to ensure satisfaction.
• Assist in new business transitions and ensure service‑desk readiness for new services.

Skills

Leadership

Customer service

Communication

Team coordination

Education

Bachelor's degree or equivalent

High school diploma or GED

Tools

Incident tracking systems

ITIL

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 incident and service request support within SLAs. You will coach analysts, manage escalations, and drive improvements in a federal IT environment.

The role requires 4–7 years in IT ops with at least 3 years in leadership, strong ITIL/process knowledge, and the ability to work rotating hours with 10–25% travel. U.S.