Service Desk Lead (Active Secret Clearance) - Alexandria, VA

Job Summary 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. This role is "On‑Site" at the specified location. Key Qualifications 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, including 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 ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online. Desired Qualifications Preferred degree in computer science, information systems, business administration, or information technology. Preferred certification in Information Technology Information Library (ITIL) v3 or later. Responsibilities Oversee Tier 1 and Tier 2 support operations. Ensure 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. Maintain 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. Compensation & Benefits Pay Range: $150,000 - $170,000 Benefits: 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. Additional Information Job Category: Information Technology Minimum Education Required: Bachelors Auto req ID: 476942BR #J-18808-Ljbffr VetJobs