Service Desk Shift Supervisor - Lead IT Support & SLAs

ASM Research, An Accenture Federal Services Company; Harrisburg (Dauphin County); 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 incidents and service requests are triaged, tracked, and resolved within SLAs in a federal IT environment.

The role mentors analysts, coordinates workloads, escalations, and KPI reporting, supports process improvements, knowledge articles, and ITIL‑aligned operations to meet program goals. Travel up to 25% may be required.

Qualifications

• High school diploma or GED is required; a degree is preferred.
• 4–7 years in IT operations with at least 3 years in leadership.
• Knowledge of service‑delivery, ITIL‑aligned processes, and incident tracking.
• Strong leadership, communication, and interpersonal skills.
• Ability to obtain a Public Trust and work in a U.S.-only federal IT context.
• Willingness to travel 10–25%.

Responsibilities

• Supervise day-to-day service-desk operations, including ticket intake and resolution workflows.
• Assign and monitor work to balance workload and meet SLAs.
• Manage escalations and coordinate with higher-tier support.
• Track KPIs such as SLA compliance and ticket volumes.
• Coach staff on troubleshooting, customer service, and procedures.
• Assist in developing incident-management procedures and knowledge articles.
• Facilitate problem management and follow-up with customers.
• Support new business transitions and service readiness.

Skills

Leadership

Customer service

Communication

Team supervision

Travel readiness

Education

High School Diploma or GED

Bachelor's degree in IT / Business / Management

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 incidents and service requests are triaged, tracked, and resolved within SLAs in a federal IT environment.

The role mentors analysts, coordinates workloads, escalations, and KPI reporting, supports process improvements, knowledge articles, and ITIL‑aligned operations to meet program goals. Travel up to 25% may be required.