Service Desk Team Lead - Federal IT Support

ASM Research, An Accenture Federal Services Company; Springfield (IL); 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 team, manage ticket queues, assign work, and handle escalations in a federal IT environment.

You will monitor KPIs, coach analysts, and help implement incident-management procedures while ensuring compliance with data-security expectations and enterprise service-management standards.

Qualifications

• 4–7 years in IT operational areas such as service desk or IT operations, including at least 3 years of leadership experience in a service‑delivery role.
• Strong understanding of service‑delivery and service‑desk principles, metrics, and tools including incident tracking systems and ITIL-aligned processes.
• Ability to obtain and maintain a Public Trust investigation and work in a U.S.-only federal IT context.

Responsibilities

• Supervise day-to-day service-desk operations for an assigned shift, including ticket intake, triage, documentation, and resolution workflows in line with SLAs.
• Assign and monitor work across analysts to balance workload and ensure incidents and requests are handled within defined SLAs.
• Manage escalations for complex issues, coordinating with higher-tier support and other IT teams and taking customer calls when needed.
• Track and report KPIs such as SLA compliance, ticket volumes, backlog, and customer-satisfaction trends, and recommend actions to address gaps.
• Coach and mentor staff on technical troubleshooting, customer-service skills, and adherence to service-desk procedures and policies.
• Assist in developing incident-management procedures, knowledge articles, and SOPs to improve consistency and efficiency.
• Facilitate day-to-day management of customer problems and follow up with customers to verify satisfaction.
• Support new business transitions and project work, ensuring service-desk readiness for new services.

Skills

Leadership experience

ITIL

Customer service

Team supervision

Incident management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

ITSM tools

Incident tracking systems

Job description

ASM Research, An Accenture Federal Services Company is seeking a Service Desk Shift Supervisor to lead a service-desk team, manage ticket queues, assign work, and handle escalations in a federal IT environment.

You will monitor KPIs, coach analysts, and help implement incident-management procedures while ensuring compliance with data-security expectations and enterprise service-management standards.