Service Desk Lead (Active Secret Clearance)

SUVI Global is looking for a Service Desk Lead to work in Alexandria, VA. The Service Desk Lead will support IT across all DoD OIG networks. To join our team of outstanding professionals, apply today!

**Responsibilities**

+ Responsible for overseeing Tier 1 and Tier 2 support operations.
+ Ensuring prompt and effective resolution of incidents in alignment with ITIL-based service management practices.
+ Supervise service desk staff, manage daily workflows and monitor ticket queues to maintain service level agreements (SLAs).
+ Coordinate escalations to higher-tier support teams and ensure clear communication throughout the resolution process.
+ Accountable for maintaining the accuracy and relevance of the knowledge base, enabling consistent and efficient support.
+ Identify trends in support requests and collaborate with IT leadership to implement process improvements.
+ Play a key role in training new team members and fostering a culture of continuo...