Service Desk Lead (Active Secret Clearance)

SUVI Global is looking for a Service Desk Lead to work in Alexandria, VA, supporting IT across all DoD OIG networks.

Responsibilities

• Oversee Tier 1 and Tier 2 support operations.
• Ensure prompt and effective resolution of incidents in alignment with ITIL-based service management practices.
• Supervise service desk staff, manage daily workflows, and monitor ticket queues to maintain service level agreements (SLAs).
• Coordinate escalations to higher-tier support teams and ensure clear communication throughout the resolution process.
• Maintain the accuracy and relevance of the knowledge base, enabling consistent and efficient support.
• Identify trends in support requests and collaborate with IT leadership to implement process improvements.
• Play a key role in training new team members and fostering a culture of continuous learning and customer service excellence.

Requirements

• Active Secret security clearance.
• Bachelor’s degree from an accredited university.
• Active IAT Level II certification.
• 9 years of experience in helpdesk/desktop support roles, including incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service.
• 3 years of experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching, and conflict resolution.
• 2 years of experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online.

Desired Qualifications

• Preferred degree in computer science, information systems, business administration, or information technology.
• Preferred certification in Information Technology Information Library (ITIL) v3 or later.

Benefits

• Comprehensive benefits program, including medical, dental, vision, life insurance, and 401(k).
• Range of voluntary benefits.
• Paid Time Off (PTO) for regular full-time and part-time employees.

Pay

$150,000 - $170,000

About the Company

Suvi, an Akima company, is an Alaska Native Corporation (ANC) supporting federal mission services. The work you do contributes to 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 government customers, Suvi delivers subject matter experts, an agile management approach, and innovative technologies. As a Suvi employee, you will have access to a challenging yet supportive work environment, comprehensive benefits, competitive pay, growth opportunities, and excellent retirement options.