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.