Service Desk Manager
Lorton, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
60 Asm Research Program Manager Jobs Hiring Near You
Service Desk Manager
Lorton, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
... meet the needs of the company's program. This role manages NOC processes and operations ... Multi-site operations coordination Compensation Ranges Compensation ranges for ASM Research ...
... meet the needs of the company's program. This role manages NOC processes and operations ... Multi-site operations coordination Compensation Ranges Compensation ranges for ASM Research ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Delivery Technology Lead
Fairfax, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Delivery Technology Lead
Fairfax, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Team mentoring and coordination Compensation Ranges Compensation ranges for ASM Research positions ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Team mentoring and coordination Compensation Ranges Compensation ranges for ASM Research positions ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Asset Manager
Lorton, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Asset Manager
Lorton, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Incident Manager
Manassas, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Incident Manager
Manassas, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Strong organization and time management skills * Ability to conduct research into systems issues ... EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex ...
Strong organization and time management skills * Ability to conduct research into systems issues ... EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
New
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
New
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
CASTLE-NET environment familiarity Compensation Ranges Compensation ranges for ASM Research ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
CASTLE-NET environment familiarity Compensation Ranges Compensation ranges for ASM Research ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
... by managing billing related email requests, performing database research, assisting with ... Support Services shall be executed in compliance with processing and program guidelines published ...
... by managing billing related email requests, performing database research, assisting with ... Support Services shall be executed in compliance with processing and program guidelines published ...
ISSO
Ashburn, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
ISSO
Ashburn, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Cloud Support Business Analyst
Reston, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
New
Cloud Support Business Analyst
Reston, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
New
Change Manager
Manassas, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Change Manager
Manassas, VA · On-site
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Trainer 1 (Junior)
Warner Robins, GA · On-site
$51K - $55K/yr
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
Trainer 1 (Junior)
Warner Robins, GA · On-site
$51K - $55K/yr
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple ... management decisions. We affirm our commitment to these fundamental policies. All recruiting ...
ASM Research Jobs Information
Do workers at ASM Research get paid breaks?
Yes. Most people get paid breaks.
88% of people say they get paid breaks.
Based on data from 8 people who took the Breakroom Quiz between February 2025 and April 2026.
88% of people say they get paid breaks.
Based on data from 8 people who took the Breakroom Quiz between February 2025 and April 2026.
Does ASM Research pay people when they’re sick?
Yes. Most people get paid when they’re sick.
77% of people say they would get paid if they were sick but scheduled to work.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
77% of people say they would get paid if they were sick but scheduled to work.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
At ASM Research, are sick days and vacation days separate paid time off?
Only some people have separate paid time off for sick days and vacation.
67% of people say they have to use vacation days when they’re out sick.
Based on data from 9 people who took the Breakroom Quiz between July 2025 and May 2026.
67% of people say they have to use vacation days when they’re out sick.
Based on data from 9 people who took the Breakroom Quiz between July 2025 and May 2026.
Is the health insurance from ASM Research affordable enough for their workers?
Most people say the health insurance costs are okay.
83% of people say the health insurance costs are okay
Based on data from 12 people who took the Breakroom Quiz between April 2025 and May 2026.
83% of people say the health insurance costs are okay
Based on data from 12 people who took the Breakroom Quiz between April 2025 and May 2026.
Do people get paid time off at ASM Research?
Most people get paid time off work.
100% of people say they get paid time off.
Based on data from 9 people who took the Breakroom Quiz between July 2025 and May 2026.
100% of people say they get paid time off.
Based on data from 9 people who took the Breakroom Quiz between July 2025 and May 2026.
Do workers at ASM Research worry about hours?
Most people don’t worry about getting enough hours.
100% of people report they don’t worry about getting enough hours.
Based on data from 5 people who took the Breakroom Quiz between February 2025 and December 2025.
100% of people report they don’t worry about getting enough hours.
Based on data from 5 people who took the Breakroom Quiz between February 2025 and December 2025.
How easy is it to get time off at ASM Research?
Most people find it easy to get time off.
100% of people report it’s easy to get time off.
Based on data from 10 people who took the Breakroom Quiz between February 2025 and May 2026.
100% of people report it’s easy to get time off.
Based on data from 10 people who took the Breakroom Quiz between February 2025 and May 2026.
Do ASM Research managers change schedules at the last minute?
Most managers don’t change people’s schedules at the last minute.
100% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 5 people who took the Breakroom Quiz between February 2025 and December 2025.
100% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 5 people who took the Breakroom Quiz between February 2025 and December 2025.
Do jobs at ASM Research spill into time workers aren’t paid for?
Rarely. The job doesn't usually spill into unpaid time.
20% of people report that their job takes up time that they don’t get paid for.
Based on data from 5 people who took the Breakroom Quiz between February 2025 and December 2025.
20% of people report that their job takes up time that they don’t get paid for.
Based on data from 5 people who took the Breakroom Quiz between February 2025 and December 2025.
How easy is it to take sick days at ASM Research?
Most people find it easy to take sick days.
92% of people report that it’s easy to take time off if they are sick.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
92% of people report that it’s easy to take time off if they are sick.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people at ASM Research feel treated with respect by their managers?
Most people feel treated with respect by their managers.
92% of people say they’re treated with respect by their managers.
Based on data from 12 people who took the Breakroom Quiz between February 2025 and May 2026.
92% of people say they’re treated with respect by their managers.
Based on data from 12 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people at ASM Research get to take their breaks without interruption?
Most people get breaks without interruption.
93% of people report that they get to take their breaks without interruption.
Based on data from 14 people who took the Breakroom Quiz between February 2025 and May 2026.
93% of people report that they get to take their breaks without interruption.
Based on data from 14 people who took the Breakroom Quiz between February 2025 and May 2026.
Is it stressful to work at ASM Research?
Some people feel stressed here.
43% of people say they often feel stressed at work.
Based on data from 14 people who took the Breakroom Quiz between February 2025 and May 2026.
43% of people say they often feel stressed at work.
Based on data from 14 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people at ASM Research enjoy their jobs?
Most people enjoy their job.
82% of people report they enjoy their job.
Based on data from 11 people who took the Breakroom Quiz between February 2025 and May 2026.
82% of people report they enjoy their job.
Based on data from 11 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people at ASM Research recommend working with their team?
Most people recommend working with their team.
79% of people report that they would recommend working with their immediate team to a friend.
Based on data from 14 people who took the Breakroom Quiz between February 2025 and May 2026.
79% of people report that they would recommend working with their immediate team to a friend.
Based on data from 14 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people get enough training when they start at ASM Research?
Most people got enough training when they started.
77% of people report they got enough training when they started working here.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
77% of people report they got enough training when they started working here.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people get support to advance at ASM Research?
Most people are given support to advance their career here.
In the last year, 67% of people report being given support to advance their career here.
Based on data from 12 people who took the Breakroom Quiz between February 2025 and May 2026.
In the last year, 67% of people report being given support to advance their career here.
Based on data from 12 people who took the Breakroom Quiz between February 2025 and May 2026.
Do people think ASM Research’s headquarters understands what’s happening where they work?
Most people think headquarters doesn’t understand what’s happening where they work.
77% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
77% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 13 people who took the Breakroom Quiz between February 2025 and May 2026.
Do workers feel well informed about how ASM Research is doing?
Most people feel well informed about how the company is doing.
83% of people feel that they are kept well informed about how the company is doing as a whole.
Based on data from 12 people who took the Breakroom Quiz between February 2025 and April 2026.
83% of people feel that they are kept well informed about how the company is doing as a whole.
Based on data from 12 people who took the Breakroom Quiz between February 2025 and April 2026.
What other companies are hiring for Program Manager jobs?
What are the most popular jobs at Asm Research?
What are the most popular categories at Asm Research?
ASM Research rating
8.6
Based on 14 frontline employees who took The Breakroom Quiz
33rd of 226 rated it services
Job description
Position Summary
The Service Desk Manager 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
Preferred 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 Manager 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
- Associate's or Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience.
- Secret Clearance
- 3+ years of experience in customer-facing technical support or service desk role and 1+ years supervisory experience.
- 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.
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