Customer Service Lead (SDL Leadership)

ASM Research • Remote,

3d

About The Position

The Customer Service Lead (SDL Leadership) is responsible for overseeing service desk operations, ensuring high-quality end-user support, and leading a team of support specialists in delivering timely and effective technical assistance. This role serves as a key escalation point, drives continuous improvement in service delivery, and ensures alignment with organizational service level objectives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support or service desk environments.
• 2+ years of leadership or supervisory experience.
• Strong knowledge of service desk tools, ticketing systems, and ITIL practices.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• ITIL certification (Foundation or higher).
• Experience in federal or government contract environments.
• Familiarity with enterprise systems, cloud environments, and cybersecurity best practices.
• Experience implementing service improvement initiatives or process optimization.
• Strong analytical and reporting skills.

Responsibilities

• Lead daily operations of the service desk, ensuring timely resolution of user issues and adherence to SLAs.
• Supervise, mentor, and support a team of customer service and technical support staff.
• Act as the primary escalation point for complex or high-priority incidents.
• Monitor performance metrics and implement process improvements to enhance service quality and efficiency.
• Coordinate with IT teams, stakeholders, and leadership to align support services with business needs.
• Develop and maintain documentation, knowledge base articles, and standard operating procedures.
• Conduct performance evaluations and provide coaching to team members.
• Support workforce planning, scheduling, and workload distribution.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level