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