Service Desk Shift Lead - SLA & Team Coaching

ASM Research, An Accenture Federal Services Company; Des Moines (IA); 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, monitor performance metrics, manage ticket queues and escalations, and drive process improvements aligned with enterprise service-management standards and program objectives.

Qualifications

• 4–7 years in IT operations, with at least 3 years in a leadership role.
• Understanding of service‑desk principles, metrics, and ITIL‑aligned processes.
• Strong leadership, communication, and multitasking in fast-paced environments.
• U.S. citizenship and ability to obtain Public Trust clearance.

Responsibilities

• Supervise day-to-day service-desk operations per SLA.
• Assign and monitor work to balance workload and respond to incidents.
• Manage escalations and coordinate with higher-tier support.
• Track KPIs like SLA compliance, ticket volumes, backlog, and CSAT.
• Coach staff and participate in reviews.
• Assist in incident management procedures and knowledge articles.
• Support new business transitions and service readiness.

Skills

Leadership experience

Communication skills

Customer service orientation

ITIL knowledge

Public Trust eligibility

Education

Bachelor's degree in IT/Business/Management or equivalent

High school diploma or GED

Tools

ServiceNow

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, monitor performance metrics, manage ticket queues and escalations, and drive process improvements aligned with enterprise service-management standards and program objectives.