Service Desk Lead; Active Secret Clearance Alexandria, VA Posted

SUVI Global is looking for a Service Desk Lead to work in Alexandria, VA. The Service Desk Lead will support IT across all DoD OIG networks. To join our team of outstanding professionals, apply today!

• 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 Service Now platform and M365 products in a production environment, with configuration and leveraging experience for Service Now Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online.

• Preferred degree in computer science, information systems, business administration or information technology.
• Preferred certification in Information Technology Information Library (ITIL) v3 or later.

Job

Work Type

On-Site

Pay Range

$150,000 - $170,000

Benefits

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.

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  or  (information about job applications status is not available at this contact information).