Service Desk Shift Lead - IT Operations & SLA Excellence

ASM Research, An Accenture Federal Services Company; Helena (MT); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research seeks a Service Desk Shift Supervisor to lead a service desk team, ensuring timely support for incidents and requests in a federal IT environment. You will manage ticket queues, staff assignments, and escalations while coaching analysts on best practices and procedures.

You will monitor performance metrics, drive process improvements, and ensure alignment with enterprise service-management standards and program goals.

Qualifications

• Bachelor’s degree in IT, Business Administration, Management, or related field preferred or equivalent experience.
• 4–7 years in IT operations with at least 3 years in a leadership role.
• Strong understanding of service‑delivery, ITIL‑aligned processes, and incident tracking.

Responsibilities

• Supervise day‑to‑day service‑desk operations for an assigned shift, including ticket intake and resolution.
• Assign and monitor work across analysts to balance workload and meet SLAs.
• Manage escalations for complex issues and coordinate with other IT teams.
• Track KPIs such as SLA compliance and ticket volumes and report trends.
• Coach staff on troubleshooting, customer service, and procedures; participate in reviews.
• Assist in developing incident management procedures and knowledge articles.

Skills

Service desk leadership

ITIL knowledge

Incident tracking

Customer service

Staff coaching

Education

Bachelor's degree in IT/Business/Management or related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research seeks a Service Desk Shift Supervisor to lead a service desk team, ensuring timely support for incidents and requests in a federal IT environment. You will manage ticket queues, staff assignments, and escalations while coaching analysts on best practices and procedures.

You will monitor performance metrics, drive process improvements, and ensure alignment with enterprise service-management standards and program goals.