Service Desk Lead (Onsite position for candidates in National Capital Region – Washington DC Metro only) - TS/SCI Cleared

Herndon, VA
Work Type: On-Site
  • Job Category: Information Technology
  • Travel: None
  • Clearance: TS with SCI Eligibility
  • Req ID: 2024-9045


Job Summary:

SUVI is seeking a Service Desk Lead to provide Information Technology Support Services to support the mission of the Government.


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.


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.

Job: Information Technology

Travel: None

Organization: Suvi Global Services

Clearance: TS with SCI Eligibility

Work Type: On-Site

Remote: No

ReqID: 2024-9045