Service Desk Shift Lead - ITIL & SLA Champion

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

Job summary

ASM Research oversees a service-desk shift to ensure timely, high-quality IT support for incidents and service requests in a U.S. federal environment. The supervisor mentors analysts, reviews performance metrics, and drives process improvements aligned with enterprise service-management standards.

The role requires leadership experience (3+ years in service-desk or IT operations) and the ability to obtain a Public Trust clearance, with 10–25% travel as needed to support operations.

Qualifications

• Bachelor’s degree in IT, business, or related field or equivalent experience.
• 4–7 years in IT operations with at least 3 years in leadership (team lead/supervisor) in service delivery or service desk.

Responsibilities

• Supervise day-to-day service-desk operations for the assigned shift.
• Assign and monitor work to balance workload and meet defined SLAs.
• Manage escalations and coordinate with higher-tier teams.
• Track KPIs like SLA compliance, ticket volumes, backlog, and CSAT trends.
• Coach and mentor staff on technical troubleshooting and customer service; contribute to procedures.
• Support incident-management improvements and service-readiness for new business transitions.

Skills

Leadership experience

ITIL knowledge

Customer service orientation

Staff supervision

Strong communication

Education

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

Equivalent relevant experience

Tools

ServiceNow

ITSM platforms

Job description

ASM Research oversees a service-desk shift to ensure timely, high-quality IT support for incidents and service requests in a U.S. federal environment. The supervisor mentors analysts, reviews performance metrics, and drives process improvements aligned with enterprise service-management standards.

The role requires leadership experience (3+ years in service-desk or IT operations) and the ability to obtain a Public Trust clearance, with 10–25% travel as needed to support operations.