Service Desk Shift Lead — SLA & Incident Champion

ASM Research, An Accenture Federal Services Company; Providence (RI); 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 in a federal IT environment. You will coach analysts, manage ticket queues, and drive improvements aligned with enterprise service-management standards.

The role requires 47 years in IT ops with at least 3 years in leadership, strong customer-service focus, and ability to work in a U.S.-only federal

Qualifications

• High school diploma or GED; bachelors preferred or equivalent experience.
• 47 years IT operations experience including at least 3 years in leadership.
• Strong understanding of service-delivery, service-desk principles, metrics and ITIL-aligned processes.
• Proven leadership, communication and interpersonal skills to manage staff and workload.
• Ability to obtain and maintain a Public Trust; U.S. citizenship required.
• Willingness to travel 1025% as needed.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage and resolution workflows.
• Assign and monitor work across analysts to balance workload and meet SLAs.
• Manage escalations for complex issues and coordinate with higher-tier support.
• Track and report KPI trends and recommend actions to close gaps.
• Coach staff on troubleshooting and customer-service skills; participate in reviews.
• Help develop incident-management procedures and knowledge articles.
• Facilitate handling of customer problems and address recurring concerns.
• Support new business transitions and ensure service-desk readiness for new services.

Skills

Leadership experience

Customer service orientation

Communication skills

IT operations

Incident management

Education

Bachelors degree in IT, Business Administration, Management, or related field

High school diploma or GED

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 in a federal IT environment. You will coach analysts, manage ticket queues, and drive improvements aligned with enterprise service-management standards.

The role requires 47 years in IT ops with at least 3 years in leadership, strong customer-service focus, and ability to work in a U.S.-only federal