Service Desk Lead

Service Desk Administrator

Akima Systems Engineering is looking for a Service Desk Administrator to work on Shaw Air Force Base, SC. Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. The place of performance for this role is on-site at USARCENT G6 on Shaw Air Force Base in Sumter, SC.

This is a full-time on-site position. No remote or hybrid work schedule available. To join our team of outstanding professionals, apply today!

Responsibilities

The Service Desk Lead provides technical leadership, supervision, and day-to-day operational oversight of the 24/7/365 USARCENT G-6 Service Desk located within Patton Hall, ensuring continuous user support, effective incident management, and timely restoration of IT services. The Service Desk Lead serves as the primary point of coordination for Service Desk operations and ensures personnel, processes, and service delivery activities comply with USARCENT policies, established Service Level Agreements (SLAs), and contract performance requirements.

• Lead and coordinate 24/7/365 Service Desk operations, ensuring appropriate shift coverage, workload distribution, technical escalation, and continuity of support across all operating periods.

• Oversee the use and administration of the Army Enterprise Service Management Platform (AESMP) and other Army-mandated systems of record for incident management, service requests, problem resolution, trend analysis, and performance reporting.

• Ensure all incidents and service requests received through telephone, email, walk-in, or other approved channels are properly documented, categorized, prioritized, assigned, tracked, and resolved throughout the ticket lifecycle.

• Monitor active ticket queues, aging tickets, recurring issues, outages, and service degradations to ensure timely resolution and compliance with established performance standards and escalation procedures.

• Lead and coordinate the Service Desk's multi-tiered support model, including:

  • Tier 1: Remote and telephone-based end-user troubleshooting and technical assistance.

  • Tier 2: On-site/deskside technical support when issues cannot be resolved remotely.

  • Tier 3: Escalation and coordination of complex technical issues with system administrators, network engineers, cybersecurity personnel, or other specialized support teams.

• Coordinate initial response to outages and significant service degradations, assess operational impact, ensure proper ticket assignment and escalation, and provide timely status updates to customers and USARCENT G-6 leadership.

• Review Service Desk performance metrics and prepare trend analyses, ticket statistics, outage data, resolution-time reports, SLA performance, and other required reports for USARCENT G-6 leadership and the Contracting Officer's Representative (COR).

• Ensure Service Desk personnel contact customers prior to ticket closure to verify successful remediation, restoration of services, and customer satisfaction.

• Manage customer feedback and satisfaction processes, including card- or web-based feedback mechanisms, and analyze results to identify opportunities for continuous service improvement.

• Coordinate with external organizations and service providers, including RCC-SWA, DISA, Army enterprise service providers, and supporting contractors, to resolve network access issues, enterprise service disruptions, and technical dependencies outside local Service Desk authority.

• Provide technical oversight for workstation and peripheral configuration activities involving desktops, laptops, docking stations, printers, monitors, zero-client devices, VoIP phones, audiovisual controls, CAC readers, and other supported end-user equipment.

• Oversee activation and configuration of LAN connectivity, including router ports and VLAN assignments, and ensure approved standard system images are maintained and updated for supported Government desktop and laptop platforms.

• Provide technical and managerial oversight for Defense Enterprise Provisioning Online (DEPO) enterprise email services supporting NIPRNET and SIPRNET accounts and perform or oversee designated DEPO General Manager (GM) and/or Entitlement Manager (EM) responsibilities for the USARCENT G-6 Shaw Service Desk.

• Ensure network account creation and access procedures comply with USARCENT SOPs, including verification of required training within ATCTS, validation and approval of SAAR documentation, and proper account provisioning within Active Directory.

• Provide technical guidance, mentoring, and on-the-job training to Service Desk personnel; identify recurring performance or technical knowledge gaps and coordinate corrective training as required.

• Maintain effective communication between Service Desk personnel, technical support sections, Government leadership, and external service providers to ensure issues are appropriately prioritized, escalated, communicated, and resolved.

• Identify recurring incidents and service trends and recommend process improvements, knowledge-management updates, automation opportunities, and corrective actions to improve first-contact resolution, reduce ticket resolution times, and enhance overall customer service.

• Support Service Desk staffing, scheduling, shift turnover, workload management, and operational continuity to ensure uninterrupted support of the USARCENT G-6 mission.

Qualifications

• Must possess and maintain an appropriate DoD 8140 workforce qualification/certification applicable to the assigned position and duties. Relevant certifications may include CompTIA Security+, CySA+, CASP+/SecurityX, or other DoD-approved certifications, as applicable to the position designation.
• Must have SECRET Clearance.
• 3 years IT experience, including 1 years in a lead/supervisory Service Desk role.