Service Desk Lead (Onsite position for candidates in National Ca with Security Clearance

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Job description

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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