Service Desk Lead
Quantico, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and service ...
Service Desk Lead
Quantico, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and service ...
Service Desk Manager
Quantico, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and service ...
Service Desk Manager
Quantico, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and service ...
Service Desk Lead
Lorton, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) -- queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and ...
Service Desk Lead
Lorton, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) -- queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and ...
Customer Support Representative
$16.50 - $22.25/hr
We help companies get high-quality support across roles like executive assistance, admin support ... Freshdesk, Zendesk, HubSpot, Intercom) • Background in staffing, recruiting, or virtual ...
Customer Support Representative
$16.50 - $22.25/hr
We help companies get high-quality support across roles like executive assistance, admin support ... Freshdesk, Zendesk, HubSpot, Intercom) • Background in staffing, recruiting, or virtual ...
IT Support Engineer
Cerritos, CA · On-site
$18 - $20/hr
Manage and respond to support tickets using Freshdesk, documenting solutions post-resolution ... admin, and tech. Join us and grow your career!
Quick apply
IT Support Engineer
Cerritos, CA · On-site
$18 - $20/hr
Manage and respond to support tickets using Freshdesk, documenting solutions post-resolution ... admin, and tech. Join us and grow your career!
Service Desk Lead
Lorton, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) -- queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and ...
Service Desk Lead
Lorton, VA · On-site
Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) -- queue setup, routing rules, tagging. * Ensure compliance with SLAs defined in customer contracts and ...
IT Analyst
El Reno, OK · On-site
$45K - $50K/yr
... Admin Center, and basic networking concepts (TCP/IP, DNS, DHCP, VPN). * Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise, ServiceNow, Jira, Freshdesk)
IT Analyst
El Reno, OK · On-site
$45K - $50K/yr
... Admin Center, and basic networking concepts (TCP/IP, DNS, DHCP, VPN). * Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise, ServiceNow, Jira, Freshdesk)
IT Analyst
El Reno, OK · On-site
... Admin Center, and basic networking concepts (TCP/IP, DNS, DHCP, VPN). * Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise, ServiceNow, Jira, Freshdesk)
IT Analyst
El Reno, OK · On-site
... Admin Center, and basic networking concepts (TCP/IP, DNS, DHCP, VPN). * Prior experience using an IT Service Management (ITSM) or ticketing platform (e.g., ConnectWise, ServiceNow, Jira, Freshdesk)
Mental Health Medical Assistant
Pearland, TX · On-site
$15.50 - $20/hr
The Medical Assistant will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Mental Health Medical Assistant
Pearland, TX · On-site
$15.50 - $20/hr
The Medical Assistant will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Tech Support Engineer (IT)
Carson, CA · On-site
$70K - $95K/yr
The role works closely with the Senior Systems Administrator and Network/Security Administrator to ... Freshdesk, ServiceNow, Jira Service Management) ● Basic understanding of VPN technologies and ...
Quick apply
Tech Support Engineer (IT)
Carson, CA · On-site
$70K - $95K/yr
The role works closely with the Senior Systems Administrator and Network/Security Administrator to ... Freshdesk, ServiceNow, Jira Service Management) ● Basic understanding of VPN technologies and ...
Help Desk Technician
San Antonio, TX · On-site
$20.75 - $28/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
San Antonio, TX · On-site
$20.75 - $28/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
Coral Gables, FL · On-site
$19.25 - $25.75/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
Coral Gables, FL · On-site
$19.25 - $25.75/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Mental Health Medical Assistant
Houston, TX · On-site
$17 - $21.75/hr
The Medical Assistant will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Mental Health Medical Assistant
Houston, TX · On-site
$17 - $21.75/hr
The Medical Assistant will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Help Desk Technician
Coral Gables, FL · On-site
$19.25 - $25.75/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
Coral Gables, FL · On-site
$19.25 - $25.75/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
San Antonio, TX · On-site
$20.75 - $28/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Quick apply
Help Desk Technician
San Antonio, TX · On-site
$20.75 - $28/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
$20.75 - $28/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Help Desk Technician
$20.75 - $28/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Mental Health Medical Assistant
Friendswood, TX · On-site
$15.50 - $20/hr
The Medical Assistant will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Mental Health Medical Assistant
Friendswood, TX · On-site
$15.50 - $20/hr
The Medical Assistant will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Help Desk Technician
Coral Gables, FL · On-site
$19.25 - $25.75/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Quick apply
Help Desk Technician
Coral Gables, FL · On-site
$19.25 - $25.75/hr
Escalate issues beyond Level 1 scope to the IT Administrator or Sr. IT Administrator with clear documentation. * Utilize the ticketing system (Freshdesk) to log, track, and complete IT support tasks.
Lead IT Support Engineer
Austin, TX · Remote
This is the highest-stakes seat in the build: you're taking over Global Admin and Managed Detection ... progress), Freshdesk (ticketing/help desk, confirmed), remote access/RMM (TeamViewer One vs.
Lead IT Support Engineer
Austin, TX · Remote
This is the highest-stakes seat in the build: you're taking over Global Admin and Managed Detection ... progress), Freshdesk (ticketing/help desk, confirmed), remote access/RMM (TeamViewer One vs.
Mental Health Receptionist/Medical Assistant
Pearland, TX · On-site
$14.50 - $17.75/hr
The Care Coordinator will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Quick apply
Mental Health Receptionist/Medical Assistant
Pearland, TX · On-site
$14.50 - $17.75/hr
The Care Coordinator will also administer injections and treatments under the care of the Provider ... Freshdesk and Freshchat to coordinate messages. Tickets should be converted to ECW encounters and ...
Freshdesk Administrator information
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Service Desk Lead
Quantico, VA • On-site
ASM Research •
IT Services • 1 - 5K employees1,001 - 5,000 employees
Full-time
Posted 8 days ago
ASM Research rating
8.8
Based on 15 frontline employees who took The Breakroom Quiz
21st of 226 rated it services
Job description
Position Summary
The Service Desk Lead oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands-on customer support with team leadership - supervising analysts, managing ticket/call queues, and ensuring service levels and customer satisfaction targets are met.
Key Responsibilities
Required Qualifications
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.
The Service Desk Lead oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands-on customer support with team leadership - supervising analysts, managing ticket/call queues, and ensuring service levels and customer satisfaction targets are met.
Key Responsibilities
- Supervise, schedule, and mentor Service Desk Analysts/Agents handling customer calls, chats, and tickets.
- Serve as the escalation point for complex, sensitive, or dissatisfied-customer issues.
- Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met.
- Track and report on key metrics: CSAT/NPS, average handle time, first-contact resolution, SLA compliance, ticket backlog.
- Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for external users.
- Develop and maintain customer-facing support procedures, macros/canned responses, and knowledge base articles.
- Handle escalated customer complaints professionally, aiming for first-contact resolution and retention.
- Coach agents on product knowledge, communication skills, and de-escalation techniques.
- Coordinate with Product, Engineering, and Account Management teams on recurring or high-impact customer issues.
- Identify trends in customer inquiries and recommend process, product, or documentation improvements.
- Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging.
- Ensure compliance with SLAs defined in customer contracts and service agreements.
- Support onboarding and training of new customer support agents.
- Assist in after-hours/weekend coverage planning as needed for customer-facing support.
Required Qualifications
- Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience
- 3+ years of experience in customer-facing technical support or service desk role.
- Strong customer service and de-escalation skills; experience handling escalated/upset customers.
- Experience with CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk, ServiceNow, etc.).
- Excellent verbal and written communication skills.
- Ability to multitask across channels (phone, email, chat) under time pressure.
- Demonstrated ability to coach and motivate a customer-facing team.
- Must have an active Secret Clearance.
- Candidates must have a Security+ certification or other DoD IAT-II compliant certification
- Preferred Qualifications
- Familiarity with SLA-driven, contractual support environments.
- ITIL Foundation or customer service certification (e.g., HDI) a plus.
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.
What ASM Research employees say
Pay
Benefits
Hours and flexibility
Workplace
Get the full story on Breakroom
About ASM Research
Sourced by ZipRecruiter
Industry
It services
Company size
1,001 - 5,000 Employees
Headquarters location
Fairfax, VA, US
Year founded
1978