Service Desk Lead (Onsite position for candidates in National Capital Region – Washington DC Metro only) - TS/SCI Cleared - Akima, LLC
Herndon, VA
About the Job
Work Where it Matters
Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At Suvi, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
For our shareholders, Suvi provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
For our government customers, Suvi delivers subject matter experts, an agile management approach, and innovative technologies that accomplish customers’ missions safely, securely, and efficiently.
As a Suvi employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
Description:SUVI is seeking a Service Desk Led to provide Information Technology Support Services to support the mission of the Government.
Responsibilities:- Supervises the day-to-day operations of the help desk.
- Identifies, researches, and resolves complex technical problems.
- Creates and manages escalation procedures and ensures service levels are maintained.
- Documents, tracks, and monitors problems to ensure resolution in a timely manner.
- Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem. May assist with calls related to computer software and hardware or inquires.
- May talk to user to learn steps used and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem.
- Leads and directs the work of other employees.
- Supervisors typically have authority for personnel decisions related to hiring, performance, or disciplinary actions of subordinate employees.
- Top Secret with SCI eligibility Security Clearance required.
- Must possess a bachelor’s degree in computer science, Information Systems, Business Administration, Information Technology or equivalent work experience.
- Must have 9+ years’ experience in helpdesk/desktop support, managing technical personnel and with ServiceNow platform and M365 products.
Desired Qualifications:
- Possesses Information Technology Information Library (ITIL) v3 or later certification.