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# Service Desk Lead (Active Secret Clearance)

- **Company:** Akima
- **Location:** Alexandria, VA, United States
- **Experience:** Expert
- **Salary:** $150,000.0 - $170,000.0
- **Contract:** Permanent contract
- **Skills:** Information Systems, IT Management, Knowledge Management, Microsoft SharePoint, Office365, SC Clearance, Information Technology, Servicenow
- **Published:** August 1, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8987118/service-desk-lead-active-secret-clearance

## About the Role

* 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.

## Description

* 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.


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