Enterprise Service Desk Lead — 24/7 Ops & Mentorship

Akima LLC; Oklahoma City (OK); Sur place; USD 95 000 - 140 000; Plein temps

Résumé du poste

Akima is seeking an Enterprise Service Desk Lead to supervise seven analysts and oversee 24/7 global operations for Airmen and Guardians. The role includes incident and escalation management, performance monitoring, and continuous improvement of service delivery in a fast-paced, mission-critical IT environment.

You will mentor staff, coordinate shift coverage, and ensure alignment with contract requirements and customer expectations, delivering dependable IT support around the clock.

Qualifications

• Active DoD Secret Clearance required.
• High School diploma or equivalent; 6–10 years of technical experience; a Bachelor's may substitute for 5 years of experience.
• Experience leading a service desk team and maintaining 24/7 coverage.

Responsabilités

• Lead and supervise seven Enterprise Service Desk Analysts to ensure high-quality service delivery.
• Oversee daily service desk operations and meet contractual performance requirements.
• Coordinate 24/7 shift schedules and coverage across day, swing, and weekend shifts.
• Manage escalations and serve as primary escalation point for complex issues.
• Use ServiceNow to monitor queues, trends, and generate reports.
• Develop KBAs and drive process improvements for first-contact resolution.
• Provide training and mentorship to team members and coordinate with stakeholders.

Connaissances

DoD Secret Clearance

Communication skills

Team leadership

Service Desk knowledge

Troubleshooting

Formation

High School diploma or equivalent

Bachelor’s Degree in relevant field may substitute for 5 years of experience

Outils

ServiceNow

BeyondTrust

TeamViewer

RDP

Description du poste

Akima is seeking an Enterprise Service Desk Lead to supervise seven analysts and oversee 24/7 global operations for Airmen and Guardians. The role includes incident and escalation management, performance monitoring, and continuous improvement of service delivery in a fast-paced, mission-critical IT environment.

You will mentor staff, coordinate shift coverage, and ensure alignment with contract requirements and customer expectations, delivering dependable IT support around the clock.