Service Desk Shift Supervisor | Federal IT Leader

ASM Research, An Accenture Federal Services Company; Trenton (NJ); On-site; USD 68,000 - 133,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to oversee a service desk shift and ensure timely, high‑quality support for incidents and service requests. The role manages ticket queues, staff assignments, escalations, and performance metrics, guiding analysts to follow ITIL‑aligned procedures in a U.S.

federal IT context. Ideal candidates have leadership experience, strong communication skills, and a customer‑service orientation, with willingness to

Qualifications

• 4-7 years in IT operations 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 metrics, tools, and ITIL‑aligned processes.
• Ability to obtain and maintain a Public Trust and to work in a U.S.‑only federal IT context.
• Excellent leadership and communication skills to supervise teams.
• Willingness to travel 10–25% as required.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift.
• Assign and monitor work to balance workload and meet SLAs.
• Manage escalations and coordinate with higher-tier support.
• Track KPIs like SLA compliance and ticket volumes.
• Coach staff on troubleshooting and customer-service practices.
• Develop incident-management procedures and knowledge articles.
• Support new business transitions and ensure service readiness.
• Follow up with customers to verify satisfaction.

Skills

Leadership

Customer service

ITIL

Communication

ServiceNow

Education

Bachelor’s degree

Tools

ServiceNow

ITSM tools

Incident tracking systems

Job description

ASM Research, An Accenture Federal Services Company, seeks a Service Desk Shift Supervisor to oversee a service desk shift and ensure timely, high‑quality support for incidents and service requests. The role manages ticket queues, staff assignments, escalations, and performance metrics, guiding analysts to follow ITIL‑aligned procedures in a U.S.

federal IT context. Ideal candidates have leadership experience, strong communication skills, and a customer‑service orientation, with willingness to