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.

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FursaFursa
Akima
Akima
2 months ago

Service Desk Lead (Active Secret Clearance)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

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.
Location: Alexandria
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Oversee Tier 1 and Tier 2 support operations for DoD OIG networks.
  • •Ensure prompt and effective incident resolution using ITIL-based service management practices.
  • •Supervise service desk staff, manage daily workflows, and monitor ticket queues to maintain SLAs.
  • •Coordinate escalations to higher-tier support teams and communicate clearly throughout resolution.
  • •Maintain the knowledge base, identify support trends, and collaborate on process improvements and training.

Pay and Benefits

Salary: USD 150,000 - 170,000 annually
Perks:Health InsuranceDentalVisionLife Insurance401kPaid Leave

Key Requirements

  • •Active Secret security clearance.
  • •Bachelor’s degree from an accredited university.
  • •Active IAT Level II certification.
  • •9 years of helpdesk/desktop support experience including incident management, problem management, service request fulfillment, remote troubleshooting, and hardware/software support.
  • •3 years of experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching, and conflict resolution.
Experience:9+ years
Education:Bachelor's
Skills:Incident managementProblem managementTrainingPerformance managementConflict resolution
Certifications:IAT Level IIITIL v3
Languages:English
Tech Stack:ITILServiceNowM365SharePointM365 TeamsExchange Online

Eligibility

Security Clearance:Secret

Company Brief

Akima
Provides government and commercial clients with mission-critical services including operations & maintenance, logistics, IT, engineering, cybersecurity, and staffing solutions across defense, federal, and infrastructure markets.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Herndon, United States
Founded: 1996
Website