Service Desk Lead (Active Secret Clearance)

• Responsible for overseeing Tier 1 and Tier 2 support operations.
• Ensuring 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.
• Accountable for maintaining 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.

• 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 to include 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.

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.

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.