Service Desk Shift Lead: ITIL & SLA Excellence

ASM Research, An Accenture Federal Services Company; Augusta (ME); 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 IT support for incidents and requests within a federal context.

You will coach analysts, manage ticket queues, SLAs, and escalations, and contribute to process improvements while aligning with enterprise service management standards.

Qualifications

• 4–7 years in IT operations with at least 3 years in leadership (team lead or supervisor).
• Strong understanding of service-delivery and service-desk metrics and tools (ITIL-aligned).
• Ability to obtain and maintain a Public Trust and work in U.S.-only federal IT context.

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 complex issues and coordinate with higher-tier support.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and CSAT trends.
• Coach and mentor staff on troubleshooting, customer service, and procedures; participate in reviews.
• Develop and refine incident-management procedures and knowledge articles.
• Facilitate day-to-day management of customer problems and follow-up for satisfaction.
• Support new business transitions and ensure service-desk readiness for new services.

Skills

Leadership experience

Customer-service orientation

Communication skills

Incident tracking & ITIL

Education

Bachelor's degree in IT / Business / Management

Tools

ServiceNow

ITSM tools

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 IT support for incidents and requests within a federal context.

You will coach analysts, manage ticket queues, SLAs, and escalations, and contribute to process improvements while aligning with enterprise service management standards.