Service Desk Shift Lead - ITIL & SLAs

ASM Research, An Accenture Federal Services Company; Annapolis (MD); 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, staff assignments, and escalations to meet SLAs in a federal IT environment.

The role focuses on coaching analysts, improving incident-management procedures, and ensuring service-desktop readiness for new services with adherence to data-security expectations.

Qualifications

• High school diploma or GED; Bachelor's degree preferred or equivalent experience.
• 4–7 years in IT operational areas with at least 3 years in leadership in a service‑delivery or service‑desk role.
• Strong understanding of service‑delivery, service‑desk principles, metrics, and ITIL‑aligned processes.
• Demonstrated leadership, communication, and interpersonal skills; ability to organize staff and manage multiple tasks.
• Ability to obtain and maintain a Public Trust; U.S. citizenship required.
• Willingness and ability to travel 10–25% as needed.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, aligning with SLAs.
• Assign and monitor work across analysts to balance workload and maintain responsiveness.
• Manage escalations for complex issues with higher-tier support and other IT teams.
• Track KPIs such as SLA compliance, ticket volumes, backlog, and CSAT trends; recommend actions.
• Coach and mentor staff on troubleshooting, customer service, and procedures.
• Assist in developing incident-management procedures and knowledge articles.
• Facilitate day-to-day management of problems and follow-ups to verify satisfaction.
• Support new business transitions and ensure service-desk readiness for new services.

Skills

Leadership

Communication

Customer service

Team supervision

IT operations

Problem solving

Education

High school diploma or GED

Bachelor's degree preferred

Tools

ServiceNow

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, staff assignments, and escalations to meet SLAs in a federal IT environment.

The role focuses on coaching analysts, improving incident-management procedures, and ensuring service-desktop readiness for new services with adherence to data-security expectations.