Service Desk Shift Lead — SLA‑Driven IT Support

ASM Research, An Accenture Federal Services Company; Richmond (VA); 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 support for incidents and requests.

The role involves coaching analysts, managing ticket queues, SLAs, and escalations, and driving process improvements in a federal IT environment while maintaining data-security expectations and enterprise service-management standards.

Qualifications

• High school diploma or GED required; Bachelor’s degree in IT, Business Administration, Management, or a related field preferred, or equivalent relevant experience.
• 4-7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience (team lead or supervisor) in a service‑delivery or service‑desk role.
• Strong understanding of service‑delivery and service‑desk principles, metrics, and tools, including experience with incident tracking systems and ITIL‑aligned processes.
• Demonstrated leadership, communication, and interpersonal skills, with the ability to organize staff, supervise workload, and manage multiple tasks in a fast‑paced environment.
• Proven customer‑service orientation, including the ability to remain calm and courteous during periods of high volume or stress and to work effectively with a broad range of experience levels.
• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.-only federal IT context, with U.S. citizenship as specified.
• Willingness and ability to work varying hours and travel 10–25% as required to support operations and stakeholder engagement.

Responsibilities

• Supervise day‑to‑day service‑desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with agreed service levels.
• Assign and monitor work across analysts to balance workload, maintain responsiveness, and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex or high‑impact technical issues, coordinating with higher‑tier support and other IT teams and taking customer calls directly when needed.
• Track and report key performance indicators such as SLA compliance, ticket volumes, backlog, and customer‑satisfaction trends, and recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer‑service skills, and adherence to service‑desk procedures, policies, and core values, including performance feedback and participation in reviews.
• Assist in developing and refining incident‑management procedures, knowledge articles, and standard operating procedures that improve consistency and efficiency.
• Facilitate day‑to‑day management of customer problems, requests, and issues, performing follow‑up with customers to verify satisfaction and address recurring concerns.
• Support new business transitions and project work as needed, ensuring service‑desk readiness for new services and maintaining awareness of the customer’s business environment.

Skills

Leadership

Customer service

ITIL

Incident tracking

Service desk

Team supervision

Communication

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

ITSM platforms

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 support for incidents and requests.

The role involves coaching analysts, managing ticket queues, SLAs, and escalations, and driving process improvements in a federal IT environment while maintaining data-security expectations and enterprise service-management standards.