Service Desk Lead

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.

• 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

• 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

• Service Desk Management & Operations
• ITIL Framework & Best Practices
• Team Leadership & Performance Management
• Metrics & KPI Analysis
• Incident & Change Management Processes

• ITIL Foundation and Practitioner certifications
• Service Now administration and customization
• Federal compliance and security requirements knowledge
• CASTLE-NET environment familiarity
• Customer satisfaction and quality metrics expertise

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.

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.

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.

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.

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