ASM Research, An Accenture Federal Services Company
Service Desk Lead
ASM Research, An Accenture Federal Services Company, Honolulu, Hawaii, United States, 96814
Responsible leading weekday service desk operations, overseeing IT service delivery to meet the needs of the CASTLE-NET program. Manages service delivery processes, coordinates with teams, and ensures compliance with CASTLE-NET policies and best practices. Works closely with stakeholders, customers, and service providers to ensure customer satisfaction, continuous improvement, and alignment with program objectives.
The Service Desk Lead provides supervisory and operational leadership for CASTLE-NET service desk functions. This 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 maintaining focus on customer satisfaction and operational excellence.
Key Responsibilities
Manage overall service desk operations and team performance
Provide leadership and supervision to service desk personnel
Establish and maintain service desk processes and workflows
Monitor and improve service desk metrics and KPIs
Ensure adherence to SLAs and quality standards
Implement continuous improvement initiatives
Manage service desk staffing, training, and development
Report on service desk performance to senior management
Required Qualifications
Bachelor's degree in IT, Business Administration, or related field
8+ years of experience in service desk or IT support operations
Minimum 3-4 years of service desk management or supervisory experience
Expert understanding of ITIL frameworks and best practices
Proficiency with service desk and ITSM platforms
Strong leadership, communication, and interpersonal skills
Ability to manage budgets and staffing effectively
Experience with federal IT operations and compliance
Job Specific Skills
Service Desk Management & Operations
ITIL Framework & Best Practices
Team Leadership & Performance Management
Metrics & KPI Analysis
Incident & Change Management Processes
Preferred Skills
ITIL Foundation and Practitioner certifications
ServiceNow administration and customization
Federal compliance and security requirements knowledge
CASTLE-NET environment familiarity
Customer satisfaction and quality metrics expertise
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 Requirements It 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 - 154,500
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The Service Desk Lead provides supervisory and operational leadership for CASTLE-NET service desk functions. This 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 maintaining focus on customer satisfaction and operational excellence.
Key Responsibilities
Manage overall service desk operations and team performance
Provide leadership and supervision to service desk personnel
Establish and maintain service desk processes and workflows
Monitor and improve service desk metrics and KPIs
Ensure adherence to SLAs and quality standards
Implement continuous improvement initiatives
Manage service desk staffing, training, and development
Report on service desk performance to senior management
Required Qualifications
Bachelor's degree in IT, Business Administration, or related field
8+ years of experience in service desk or IT support operations
Minimum 3-4 years of service desk management or supervisory experience
Expert understanding of ITIL frameworks and best practices
Proficiency with service desk and ITSM platforms
Strong leadership, communication, and interpersonal skills
Ability to manage budgets and staffing effectively
Experience with federal IT operations and compliance
Job Specific Skills
Service Desk Management & Operations
ITIL Framework & Best Practices
Team Leadership & Performance Management
Metrics & KPI Analysis
Incident & Change Management Processes
Preferred Skills
ITIL Foundation and Practitioner certifications
ServiceNow administration and customization
Federal compliance and security requirements knowledge
CASTLE-NET environment familiarity
Customer satisfaction and quality metrics expertise
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 Requirements It 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 - 154,500
#J-18808-Ljbffr