Akima
Service Desk Manager - (TS clearance, SCI eligibility) - Onsite
Akima, Alexandria, Virginia, us, 22350
SUVI is seeking a
Service Desk Manager
to oversee and manage Information Technology support services in alignment with the mission of the Government. The ideal candidate will provide leadership for the IT Service Desk team and ensure efficient, effective, and high-quality support across the organization. To join our team of outstanding professionals, apply today! Responsibilities
Oversee the daily operations of the organization's IT Service Desk, providing support for computer systems, networks, applications, infrastructure, help-desk services, databases, and other technologies. Identify, research, and resolve complex technical issues in a timely and effective manner. Develop and manage escalation procedures to ensure service level agreements (SLAs) are met. Document, track, and monitor incidents, service requests, and problems to ensure timely resolution. Collaborate with technical teams, service personnel, and end users to coordinate issue resolution and deliver exceptional support services. Contribute to the planning and maintenance of the organization's data technology operations, including hardware, software, and telecommunications. Participate in the evaluation, development, and recommendation of solutions for the organization and individual departments. Support the transition to new platforms and systems, staying current with emerging technologies to meet evolving business needs. Partner with leadership to develop and implement IT support plans, policies, and procedures aligned with organizational goals. Provide leadership, mentorship, and direction to Service Desk staff to foster a high-performing team environment. Qualifications
Active DoD Top Secret security clearance with SCI eligibility. Bachelors degree in Computer Science, Information Systems, Business Administration, Information Technology, or equivalent experience. 9+ years of experience in service desk operations, call center, and deskside support. 3+ years managing technical personnel. 2+ years with ServiceNow platform and Microsoft 365 (M365) products. Desired Qualifications: ITIL v3 or later certification. Job Details
Job ID:
2025-17670 Work Type:
On-Site Company Description
Work Where it Matters Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission extends beyond federal projects to support our shareholder communities in Alaska. At Suvi, your work makes a difference in the lives of over 15,000 Iupiat shareholders, supporting a culture that has thrived for more than 10,000 years above the Arctic Circle. We provide support and employment opportunities, contributing to the survival of this rich culture. For our government customers, we deliver experts, agile management, and innovative technologies to accomplish missions safely and efficiently. As a Suvi employee, you'll find a supportive environment committed to innovation and diversity, with access to comprehensive benefits, competitive pay, growth opportunities, and excellent retirement options. #J-18808-Ljbffr
Service Desk Manager
to oversee and manage Information Technology support services in alignment with the mission of the Government. The ideal candidate will provide leadership for the IT Service Desk team and ensure efficient, effective, and high-quality support across the organization. To join our team of outstanding professionals, apply today! Responsibilities
Oversee the daily operations of the organization's IT Service Desk, providing support for computer systems, networks, applications, infrastructure, help-desk services, databases, and other technologies. Identify, research, and resolve complex technical issues in a timely and effective manner. Develop and manage escalation procedures to ensure service level agreements (SLAs) are met. Document, track, and monitor incidents, service requests, and problems to ensure timely resolution. Collaborate with technical teams, service personnel, and end users to coordinate issue resolution and deliver exceptional support services. Contribute to the planning and maintenance of the organization's data technology operations, including hardware, software, and telecommunications. Participate in the evaluation, development, and recommendation of solutions for the organization and individual departments. Support the transition to new platforms and systems, staying current with emerging technologies to meet evolving business needs. Partner with leadership to develop and implement IT support plans, policies, and procedures aligned with organizational goals. Provide leadership, mentorship, and direction to Service Desk staff to foster a high-performing team environment. Qualifications
Active DoD Top Secret security clearance with SCI eligibility. Bachelors degree in Computer Science, Information Systems, Business Administration, Information Technology, or equivalent experience. 9+ years of experience in service desk operations, call center, and deskside support. 3+ years managing technical personnel. 2+ years with ServiceNow platform and Microsoft 365 (M365) products. Desired Qualifications: ITIL v3 or later certification. Job Details
Job ID:
2025-17670 Work Type:
On-Site Company Description
Work Where it Matters Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission extends beyond federal projects to support our shareholder communities in Alaska. At Suvi, your work makes a difference in the lives of over 15,000 Iupiat shareholders, supporting a culture that has thrived for more than 10,000 years above the Arctic Circle. We provide support and employment opportunities, contributing to the survival of this rich culture. For our government customers, we deliver experts, agile management, and innovative technologies to accomplish missions safely and efficiently. As a Suvi employee, you'll find a supportive environment committed to innovation and diversity, with access to comprehensive benefits, competitive pay, growth opportunities, and excellent retirement options. #J-18808-Ljbffr