Service Desk Lead; Active Secret Clearance - Alexandria, VA
Job in
Alexandria, Fairfax County, Virginia, 22301, USA
Listed on 2026-06-27
Listing for:
National Guard Employment Network
Full Time
position Listed on 2026-06-27
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Service Desk Lead
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!
Responsibilities:
- 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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