Service Desk Shift Supervisor — IT Operations

ASM Research, An Accenture Federal Services Company; Baton Rouge (LA); 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 lead a service desk shift, ensure timely incident resolution, and optimize support workflows in a federal IT environment.

The role oversees ticket queues, staff assignments, and escalations, while coaching analysts on troubleshooting, service quality, and adherence to procedures and data-security expectations.

Qualifications

• Requires 4–7 years in IT operations such as service desk or IT operations; at least 3 years in leadership (team lead or supervisor).
• Strong understanding of service-delivery and ITSM processes; experience with incident tracking systems.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, 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 KPIs such as SLA, ticket volumes, backlog, and customer satisfaction trends.

Skills

Leadership

Customer service

Communication

Problem solving

ITIL knowledge

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Service Desk Shift Supervisor to lead a service desk shift, ensure timely incident resolution, and optimize support workflows in a federal IT environment.

The role oversees ticket queues, staff assignments, and escalations, while coaching analysts on troubleshooting, service quality, and adherence to procedures and data-security expectations.