**Overview** SUVI is seeking a Service Desk Led to provide Information Technology Support Services to support the mission of the Government. **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. **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. 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 job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information). **Job:** Information Technology **Travel:** None **Organization:** Suvi Global Services **Clearance:** TS with SCI Eligibility **Work Type:** On-Site **Remote:** No **ReqID:** 2024-9045