Service Desk Lead (Onsite position for candidates in National Capital Region – Washington DC Metro only) - TS/SCI Cleared - Akima
Herndon, VA
About the Job
Overview
Work Where it Matters
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.
As a Suvi employee , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
Job Summary:
SUVI is seeking a Service Desk Lead to provide Information Technology Support Services to support the mission of the Government.
Responsibilities
Job Responsibilities:
+ Supervises the day-to-day operations of the help desk.
+ Identifies, researches, and resolves complex technical problems.
+ Creates and manages escalation procedures and ensures service levels are maintained.
+ Documents, tracks, and monitors problems to ensure resolution in a timely manner.
+ Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem. May assist with calls related to computer software and hardware or inquires.
+ May talk to user to learn steps used and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem.
+ Leads and directs the work of other employees.
+ Supervisors typically have authority for personnel decisions related to hiring, performance, or disciplinary actions of subordinate employees.
Qualifications
Minimum Qualifications:
+ Top Secret with SCI eligibility Security Clearance required.
+ Must possess a bachelor’s degree in computer science, Information Systems, Business Administration, Information Technology or equivalent work experience.
+ Must have 9+ years’ experience in helpdesk/desktop support, managing technical personnel and with ServiceNow platform and M365 products.
Desired Qualifications:
+ Possesses Information Technology Information Library (ITIL) v3 or later certification.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).
Job: Information Technology
Travel: None
Organization: Suvi Global Services
Clearance: TS with SCI Eligibility
Work Type: On-Site
Remote: No
ReqID: 2024-9045
Work Where it Matters
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.
As a Suvi employee , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
Job Summary:
SUVI is seeking a Service Desk Lead to provide Information Technology Support Services to support the mission of the Government.
Responsibilities
Job Responsibilities:
+ Supervises the day-to-day operations of the help desk.
+ Identifies, researches, and resolves complex technical problems.
+ Creates and manages escalation procedures and ensures service levels are maintained.
+ Documents, tracks, and monitors problems to ensure resolution in a timely manner.
+ Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem. May assist with calls related to computer software and hardware or inquires.
+ May talk to user to learn steps used and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem.
+ Leads and directs the work of other employees.
+ Supervisors typically have authority for personnel decisions related to hiring, performance, or disciplinary actions of subordinate employees.
Qualifications
Minimum Qualifications:
+ Top Secret with SCI eligibility Security Clearance required.
+ Must possess a bachelor’s degree in computer science, Information Systems, Business Administration, Information Technology or equivalent work experience.
+ Must have 9+ years’ experience in helpdesk/desktop support, managing technical personnel and with ServiceNow platform and M365 products.
Desired Qualifications:
+ Possesses Information Technology Information Library (ITIL) v3 or later certification.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).
Job: Information Technology
Travel: None
Organization: Suvi Global Services
Clearance: TS with SCI Eligibility
Work Type: On-Site
Remote: No
ReqID: 2024-9045
Source : Akima
