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ASM Research
Customer Service Lead
Remote · Full time · Senior level
About the role
Lead service desk operations and a team of support specialists to deliver timely technical assistance. Serve as escalation point and drive continuous service improvement.
What you’ll do
• Lead daily service desk operations and ensure SLA adherence. • Supervise and mentor customer service and support staff. • Act as primary escalation for complex incidents. • Monitor metrics and implement process improvements. • Coordinate with IT and leadership to align support services.
What you’ll bring
• Bachelor’s degree or equivalent experience. • 7+ years IT support or service desk experience. • 2+ years leadership or supervisory experience. • Knowledge of service desk tools and ITIL practices. • Secret Security Clearance.