Service Desk Lead

Posted 3 days ago

asm research an accenture federal services companyHyattsville (MD)

First-Line Supervisors of Office and Administrative Support Workers Computer Systems Design Services

SENIORITY

Manager

SALARY

$84,900 - $154,500 per year

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About the role

The Service Desk Lead provides supervisory and operational leadership for the company's service desk functions. This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities:

Provide operational leadership and supervision of service desk operations
Manage service desk shift operations and team coordination
Serve as primary escalation point for service desk issues
Monitor and ensure adherence to SLAs and quality standards
Provide technical guidance and troubleshooting support
Conduct service desk quality assurance reviews
Train and mentor service desk personnel
Generate shift reports and performance metrics

Required Qualifications:

Bachelor's degree in IT, Business Administration, or related field 6+ years of experience in service desk operations
Minimum 2 years of supervisory or lead experience
Strong understanding of ITIL principles and processes
Proficiency with service desk and ITSM platforms
Excellent problem-solving and technical troubleshooting skills
Strong leadership and communication abilities
Ability to manage multiple priorities in fast-paced environment
Job Specific Skills
Service Desk Operations LeadershipITIL & IT Service Management Processes
Technical Troubleshooting & Escalation Management
Team Supervision & Mentoring
Shift Operations & Quality Control

Preferred Skills:

ITIL Foundation certification
ServiceNow platform expertise
Federal IT operations experience
Multi-site service desk coordination
Performance metrics and reporting
Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements: The physical requirements described in "

Knowledge, Skills and Abilities: " above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.$84,900 - 154,500EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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