Customer Service Lead (SDL Leadership)

at ASM Research, An Accenture Federal Services Compan in Boise, Idaho, United States

Position Overview

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.

Key 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.

Required Qualifications

+ Bachelors 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.

Preferred Qualifications

+ 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.

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 co