Service Desk Shift Lead – IT Operations & SLAs

ASM Research, An Accenture Federal Services Company; Charleston (WV); 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 and ensure timely, high-quality support for incidents and requests in a federal IT context.

The role requires 4–7 years in IT operations with at least 3 years in a leadership position, strong service-delivery knowledge, and the ability to guide analysts through troubleshooting and customer service practices.

Qualifications

• High school diploma or GED required; Bachelor’s degree preferred or equivalent relevant experience.
• 4-7 years in IT operations such as service desk or IT operations, including at least 3 years in a leadership role.
• Strong understanding of service-delivery and service-desk principles, metrics, and ITIL-aligned processes.
• Proven leadership, communication, and interpersonal skills for staff supervision and multitasking in a fast-paced environment.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows.
• Assign and monitor work across analysts to balance workload and ensure SLAs are met.
• 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; recommend actions to address gaps.
• Coach and mentor staff on troubleshooting, customer-service skills, and adherence to procedures and policies.
• Assist in developing incident-management procedures, knowledge articles, and SOPs to improve consistency and efficiency.
• Facilitate day-to-day management of customer problems and ensure follow-up with customers.
• Support new business transitions and projects to ensure service-desk readiness for new services.

Skills

Leadership

Customer service

Communication

Problem solving

Education

Bachelor's degree in IT, Business Administration, Management, or related field

Tools

ServiceNow

ITIL Foundation

Job description

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

The role requires 4–7 years in IT operations with at least 3 years in a leadership position, strong service-delivery knowledge, and the ability to guide analysts through troubleshooting and customer service practices.