24/7 Service Desk Lead — Security-Cleared IT Leader

Akima Infrastructure Services; Oklahoma City (OK); On-site; USD 90,000 - 130,000; Full time

Job summary

Akima Global Technology (AGT) in the United States seeks an Enterprise Service Desk Lead to supervise seven Service Desk Analysts delivering 24/7 IT support to Airmen and Guardians worldwide. You will coordinate shifts, oversee incidents, and ensure performance aligns with contractual requirements.

The role requires DoD Secret Clearance, strong leadership and communication skills, and hands-on ServiceNow experience.

Qualifications

• Active DoD Secret Clearance required.
• 6–10 years of technical experience; Bachelor's degree may substitute for 5 years of experience.
• Strong verbal and written communication skills.
• Proven ability to lead a 7-person team in a 24/7 environment.
• Familiarity with Service Desk operations and ticket handling.

Responsibilities

• Lead and supervise seven Enterprise Service Desk Analysts to ensure high-quality service.
• Oversee daily service desk operations and shift coverage in a 24/7 environment.
• Manage escalations, incidents, and service requests to meet SLAs.
• Provide technical guidance and mentorship to team members.
• Monitor performance metrics and drive improvements.

Skills

Leadership

DoD Secret Clearance

Communication

ServiceNow knowledge

Education

High School Diploma

Tools

ServiceNow

BeyondTrust

TeamViewer

Remote Desktop Protocol

Job description

Akima Global Technology (AGT) in the United States seeks an Enterprise Service Desk Lead to supervise seven Service Desk Analysts delivering 24/7 IT support to Airmen and Guardians worldwide. You will coordinate shifts, oversee incidents, and ensure performance aligns with contractual requirements.

The role requires DoD Secret Clearance, strong leadership and communication skills, and hands-on ServiceNow experience.