24/7 Enterprise Service Desk Lead

NANA Corp; Oklahoma City (OK); On-site; USD 90,000 - 130,000; Full time

Job summary

Akima Global Technology (AGT) is seeking an Enterprise Service Desk Lead to supervise a seven-person team of Service Desk Analysts supporting Airmen and Guardians globally. You will direct daily operations, coordinate shift coverage, and ensure high-quality incident response and service delivery.

This on-site role requires DoD security clearance, strong leadership, and hands-on escalation management. You will mentor staff, monitor SLAs, and drive continuous improvement of IT support in a

Qualifications

• Active DoD Secret Clearance required.
• 6–10 years of technical experience with high school education (Bachelor's may substitute for 5 years).
• Strong verbal and written communication skills.
• Proven ability to work in a collaborative, team-oriented environment.
• Familiarity with service desk operations and ticket handling.
• Hands-on experience with end-user devices and support tools.
• CompTIA Security+ or equivalent certification required.

Responsibilities

• Lead and supervise a seven-member Enterprise Service Desk team to ensure high-quality service delivery.
• Manage daily service desk operations, workload, and resource distribution while meeting contractual SLAs.
• Coordinate 24/7 shift coverage and staffing during peak demand and absences.
• Act as primary escalation point for complex technical issues and provide hands-on guidance.
• Oversee incident management from initiation to resolution with proper documentation.
• Monitor performance metrics and implement corrective actions to improve efficiency.
• Use ServiceNow to track queues, trends, and generate operational reports.
• Develop and maintain Knowledge Base Articles (KBAs) and drive process improvements.
• Identify training needs, facilitate cross-training, and mentor staff.
• Communicate operational challenges and coordinate with stakeholders to meet expectations.

Skills

DoD Secret Clearance

Leadership

Team supervision

Communication skills

Education

High School diploma

Bachelor's degree substituted for 5 years experience

Tools

ServiceNow

BeyondTrust

TeamViewer

Remote Desktop Protocol (RDP)

Job description

Akima Global Technology (AGT) is seeking an Enterprise Service Desk Lead to supervise a seven-person team of Service Desk Analysts supporting Airmen and Guardians globally. You will direct daily operations, coordinate shift coverage, and ensure high-quality incident response and service delivery.

This on-site role requires DoD security clearance, strong leadership, and hands-on escalation management. You will mentor staff, monitor SLAs, and drive continuous improvement of IT support in a