Service Desk Shift Lead, Federal IT & SLAs

ASM Research, An Accenture Federal Services Company; Denver (CO); 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, manage ticket queues, assignments, and escalations, and ensure SLA targets are met within a federal IT environment.

The role requires 4–7 years in IT operations with at least 3 years in leadership, strong customer-service orientation, and the ability to obtain a Public Trust clearance. Travel of 10–25% may be required.

Qualifications

• High school diploma or GED required; Bachelor’s degree in IT, Business Administration, Management, or related field preferred, or equivalent experience.
• 4–7 years in IT operations such as service desk or IT operations, with at least 3 years in leadership (team lead or supervisor) in service-delivery or service-desk.
• Strong understanding of service-delivery and service-desk principles, metrics, and tools, including incident tracking systems and ITIL-aligned processes.
• Demonstrated leadership, communication, and interpersonal skills to organize staff, supervise workload, and manage multiple tasks in a fast-paced environment.
• Ability to obtain and maintain a Public Trust and work in a U.S.-only federal IT context, with U.S. citizenship as specified.
• Willingness and ability to travel 10–25% as required.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with SLAs.
• Assign and monitor work across analysts to balance workload and maintain responsiveness.
• Manage escalations for high-impact issues, coordinating with higher-tier support and other IT teams.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends.
• Coach and mentor staff on troubleshooting, customer service, and adherence to procedures and core values.
• Assist in developing incident-management procedures, knowledge articles, and SOPs.
• Facilitate management of customer problems and follow-up to verify satisfaction.
• Support new business transitions and project work to ensure service-desk readiness.

Skills

Leadership

Service delivery

Customer service

Communication

Incident management

ITIL knowledge

Team supervision

Education

Bachelors in IT/Business/Management

Tools

ServiceNow

ITSM platforms

Job description

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 SLA targets are met within a federal IT environment.

The role requires 4–7 years in IT operations with at least 3 years in leadership, strong customer-service orientation, and the ability to obtain a Public Trust clearance. Travel of 10–25% may be required.