Service Desk Lead

ASM Research • Remote,

3d

About The Position

The Service Desk Lead provides supervisory and operational leadership for the company’s service desk functions. The role manages 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 focusing on customer satisfaction and operational excellence.

Requirements

• Bachelor's degree in IT, Business Administration, or a 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 a fast-paced environment.
• Service desk operations leadership.
• ITIL and IT service management processes.
• Technical troubleshooting and escalation management.
• Team supervision and mentoring.
• Shift operations and quality control.

Nice To Haves

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

Responsibilities

• Provide operational leadership and supervision of service desk operations.
• Manage service desk shift operations and team coordination.
• Serve as the 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.

What This Job Offers

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