Service Desk Lead (Active Secret Clearance)
Akima
Alexandria
Workplace: OnsiteFull timeUSD 150,000 - 170,000 annuallyFunction: Customer Support (Service Desk)Experience: 9+ yearsEducation: bachelorsSkills: ["Incident management","Problem management","Training","Performance management","Conflict resolution"]Lead Tier 1 and Tier 2 service desk operations for IT support across DoD OIG networks. Manage daily workflows and ticket queues to maintain SLAs, ensure incidents are resolved using ITIL-aligned service management, and coordinate escalations to higher-tier teams. Maintain and improve the knowledge base, identify support trends, implement process improvements, and train service desk staff to foster continuous learning and excellent customer service.
