Sign up to access all features of our service.
  • Job search
  • Favorites
  • Create a CV
    New
  • Salaries
  • Subscriptions

Customer Service Lead (SDL Leadership)

$67.9k - $180k

ASM Research, An Accenture Federal Services Company

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

  • Bachelor's 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.

  • Secret Security Clearance

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 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.

$67,900 - $180,000

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Vacancy posted 1 day ago
Similar jobs that could be interesting for youBased on the Customer Service Lead (SDL Leadership) in Phoenix, AZ vacancy
  •  ...Customer Service Lead Ready to lead with heart? Bring your customer service experience to a purpose-driven team. At Serenity, we're building...  ...within your team. If you're ready to take your customer service leadership to a mission-driven role, this is your opportunity. What... 
    Suggested
    Full time

    Serenity Healthcare, LLC

    Phoenix, AZ
    3 days ago
  •  ...mentor staff while supporting growth in targeted markets. You will lead project planning, regulatory approvals, environmental...  ...with duties spanning from concept through completion and office leadership collaboration to win new opportunities #J-18808-Ljbffr Ardurra
    Suggested
    Remote job
    Work at office

    Ardurra

    Phoenix, AZ
    1 day ago
  • Customer Service, Team Lead Department: Customer Support Reports to: Call Center Manager Job Type: Full-time, Hourly FLSA Status: Non-Exempt Location...  ...serves as a key liaison between frontline agents and leadership, ensuring team performance aligns with service standards,... 
    Suggested
    Hourly pay
    Full time
    Shift work

    One-Inc

    Phoenix, AZ
    21 hours ago
  • $16.15 per hour

     ...If you have strong leadership skills, a friendly, outgoing demeanor, an interest in retail, and you thrive in a fast-paced environment, join Our Burlington team as a Customer Service Lead ! Overview: As the Part Time Customer Service Lead, under the guidance of the Assistant... 
    Suggested
    Hourly pay
    Part time
    Flexible hours
    Night shift
    Early shift

    Burlington Stores

    Phoenix, AZ
    21 hours ago
  • Motion Industries is seeking a Customer Service Supervisor in Phoenix, AZ, to manage the daily activities of Customer Service Representatives...  ...in a related field. The position involves significant leadership responsibilities and requires strong communication and analytical... 
    Suggested

    Motion Industries

    Phoenix, AZ
    1 day ago
  •  ...Alliance in Phoenix, AZ, is seeking an Executive Recruiter to lead the full lifecycle recruitment for executive-level roles. This...  ...developing proactive recruitment strategies to attract top-tier leadership talent. Ideal candidates will have over 8 years of recruiting experience... 
    Remote job

    TriWest Healthcare Alliance

    Phoenix, AZ
    1 day ago
  • Motion Industries (MOT) is seeking a Customer Service Supervisor in Phoenix, Arizona. This role involves overseeing and driving the daily...  ...have 3-5 years of relevant experience. A strong emphasis on leadership, analytical skills, and customer relations is essential. This... 

    Motion Industries (MOT)

    Phoenix, AZ
    2 days ago
  • Genuine Parts Company is looking for a Customer Service Supervisor in Phoenix, Arizona. This role involves overseeing the tasks of Customer...  ...3-5 years of experience in a supervisory role, with strong leadership and communication skills. An excellent benefits package is... 

    Genuine Parts Company

    Phoenix, AZ
    3 days ago
  •  ...Time Operations Supervisor in Phoenix, AZ, responsible for overseeing Order and Customer Service Representatives. The role involves ensuring communication efficiency, developing leadership skills, and promoting the company's core values. This position requires at least... 
    Full time
    Work at office

    Arizona Appliance & Home

    Phoenix, AZ
    2 days ago
  • $46k

    Sonora Quest Laboratories in Phoenix, Arizona, invites applications for a leadership role in the Billing Customer Service department. This position emphasizes driving top-tier performance while maintaining a customer-centric approach. Candidates must have an associate degree... 

    Sonora Quest Laboratories/ Laboratory Sciences of Arizona

    Phoenix, AZ
    1 day ago
  • A leading engineering firm is seeking a Project Manager in Phoenix, Arizona, to plan and deliver diverse projects in Architecture, Engineering, and Construction. The successful candidate will manage project lifecycles, client relationships, and team coordination while ensuring... 
    Flexible hours

    Energy Jobline ZR

    Phoenix, AZ
    2 days ago
  • $17.5 - $22.5 per hour

     ...Customer Service Lead AZ $17.50 - $22.50 per hour GENERAL PURPOSE OF JOB: The Customer Service Lead (CSL) at Dunn-Edwards assists the store management team with ensuring a distinctive shopping experience for all guests and executing store operations during scheduled... 
    Hourly pay
    Full time
    Shift work
    Early shift

    Dunn Edwards

    Peoria, AZ
    3 days ago
  • $16.15 - $16.65 per hour

     ...100 company and the world’s leading off-price retailer. Job Description...  ...for promoting an excellent customer experience. Oversees a team...  ...prompt, courteous customer service and promotion of loyalty programs...  ...year retail and 6 months of leadership experience Benefits include:... 
    Hourly pay
    Temporary work
    Local area
    Home office
    Flexible hours
    Night shift

    TJX Companies

    Phoenix, AZ
    4 days ago
  •  ...Customer Success Lead - Townsquare Interactive Location: In-office role at our downtown Phoenix...  ...Interactive, you'll deliver expert service that helps clients maximize their marketing...  ...account management, strategy, and leadership roles. If you're ready to learn, grow,... 
    Work at office
    Local area

    Townsquare Interactive

    Phoenix, AZ
    21 hours ago
  • Cintas is seeking a Customer Service Manager in Phoenix, Arizona to enhance customer satisfaction and manage the Customer Service Department efficiently. This role requires acting as the main contact for customer inquiries and assisting in the training of Customer Service... 

    Payfuture Technologies

    Phoenix, AZ
    2 days ago
  •  ...Job Description Job Description Customer Service Lead Ready to Lead with Heart? Bring Your Customer Service Experience to a Purpose-...  ...your team. If you're ready to take your customer service leadership to a mission-driven role, this is your opportunity. What... 
    Full time

    Serenity Mental Health Centers

    Phoenix, AZ
    16 days ago
  •  ...for a Team Captain in Footwear & Apparel to lead a dynamic retail team. This role focuses on delivering exceptional customer service, driving sales, and mentoring teammates to...  ...retail experience, particularly in people leadership, and be committed to upholding high... 

    Dick's Sporting Goods

    Phoenix, AZ
    3 days ago
  •  ...Restaurant Leader in Phoenix, Arizona to manage service flow and direct team members. The ideal...  ...will have at least 1 year of restaurant leadership experience and a Food Safety...  ...inclusive environment while offering industry-leading benefits like weekly pay, performance... 
    Weekly pay
    Shift work

    Shake Shack

    Phoenix, AZ
    2 days ago
  • $43k - $45k

     ...Arizona is seeking a Bilingual Call Center Team Manager to lead multilingual customer service teams. You will oversee daily operations, drive team...  ...candidate has experience in managing call center teams, strong leadership skills, and excellent bilingual communication abilities.... 
    Remote job
    Full time

    Valor-Global

    Phoenix, AZ
    21 hours ago
  •  ...You will identify mid-market accounts, build a field-based team, manage CRM-driven pipelines, and partner with hotel General Managers to maximize market performance. A track record of revenue growth and cross-functional leadership is essential. #J-18808-Ljbffr Jobtailor

    Jobtailor

    Phoenix, AZ
    2 days ago
  • One-Inc in Phoenix, AZ, is seeking a Customer Service Team Lead to guide a team of customer service representatives. This role will involve monitoring operations, providing coaching, and ensuring team performance aligns with standards and goals. Strong candidates will... 
    Hourly pay
    Full time

    One-Inc

    Phoenix, AZ
    21 hours ago
  • A leading live shopping platform is seeking a team leader for its Customer Experience team in Phoenix, AZ. The role requires strong leadership in managing support operations to enhance user experiences, focusing on performance metrics, and implementing process improvements... 
    Remote job
    Work from home

    Whatnot

    Phoenix, AZ
    2 days ago
  • Starlight Cruise & Travel is seeking a Customer Relations Manager to oversee customer interactions, enhance satisfaction...  ...clear communication, creative problem-solving, and leadership. The role emphasizes service excellence in a fully remote environment. You will work... 
    Remote job
    Full time
    Part time
    Flexible hours

    Star Light Cruise & Travel

    Phoenix, AZ
    1 day ago
  • POSITION SUMMARY The ClinicMind Enterprise Customer Success Lead serves as the primary strategic...  ...customer‑reported issues, incidents, and service disruptions in the company’s CRM and...  ...strategic planning sessions with customer leadership teams. Collaborate with... 
    Contract work

    Indicle

    Phoenix, AZ
    21 hours ago
  • Food City in Phoenix, AZ is seeking an entry level manager for the Customer Service Team Lead role. You will support the Store Team Lead and help manage front-end operations to ensure a fast, friendly, and accurate checkout experience for customers. You will engage with... 
    Weekly pay

    Food City

    Phoenix, AZ
    1 day ago
  • $46k

    Dormont Manufacturing Co in Phoenix, Arizona is looking for a leader in Billing Customer Service who will elevate customer experiences and drive top-tier performance. The role involves communication between staff, customers, and other departments, as well as coaching and... 

    Dormont Manufacturing Co

    Phoenix, AZ
    2 days ago
  • COMFORT SYSTEMS is seeking a Customer Service Manager in Phoenix, Arizona, to maximize customer satisfaction and manage the Customer Service...  ..., and improving performance through effective team leadership. Qualified candidates should have a Bachelor’s degree and at... 
    Contract work
    Relocation package

    COMFORT SYSTEMS

    Phoenix, AZ
    2 days ago
  • $127.6k

     ...At a glance: A sales leadership role with 70% of time spent in the...  ...and 30% spent in the office, leading and coaching a team of Outside...  ...in the lives of our customers and our employees. Our mission...  ...solutions and exceptional customer service. When you join Safe Haven... 
    Weekly pay
    Work at office
    Local area

    Safe Haven Security

    Sun City, AZ
    21 hours ago
  •  ...solutions to organizations across industries. You will visit clients in person, partner with C‑level executives, and lead with empathy to align top leaders with transformative opportunities, while representing LHH with integrity and exceptional service. #J-18808-Ljbffr LHH

    LHH

    Phoenix, AZ
    4 days ago
  • $90k - $100k

     ...Department: Support Reports To: VP, Customer Support Operations Location: Knoxville...  ...Pacific Overview: The Customer Service Department Manager leads day-to-day operations while driving...  ...resolution skills. Strong coaching and leadership skills, ability to motivate employees... 
    Work at office
    Remote work
    Shift work

    One

    Phoenix, AZ
    22 hours ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Customer Service Lead (SDL Leadership). Be the first to apply!