Service Desk Lead

Koniag Government Services; Vienna (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Kadiak LLC, a Koniag Government Services company, seeks an experienced Service Desk Lead to support a government client in Vienna, VA. This onsite role operates in a 24×7, three‑shift environment and requires a Top‑Secret clearance.

The Lead will oversee, mentor, and coordinate Service Desk Technicians to meet performance, SLA, and customer‑service standards. The role includes generating reports, identifying issues, and driving improvements while collaborating with Facilities, Security, and

Qualifications

• 4+ years of related experience.
• Experience in a 24/7/365 environment supporting users and critical operations.

Responsibilities

• Monitor Service Desk performance and customer-service skills for training and addressing concerns.
• Generate activity reports including ticket metrics and performance data.
• Support Service Desk Technicians by resolving tickets hands-on.
• Monitor ticketing systems for patterns and inconsistencies; update content as needed.
• Provide regular updates on common problems and resolutions or improvements.
• Communicate clear information when addressing customer issues with staff.
• Assess customer requirements and ensure they are met within SOPs.

Skills

24/7 support

Service Desk

Customer service

Ticketing systems

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Role Summary

Kadiak LLC, a Koniag Government Services company, seeks an experienced Service Desk Representative with a Top‑Secret clearance to support Kadiak and our government customer in Vienna, VA. The position is part of a 24×7, three‑shift operation. The Service Desk Lead will assist and oversee the support of operations and other systems, manage service‑level‑agreement performance, and ensure that Service Desk Technicians meet or exceed expectations for performance, metrics, and customer‑service standards. We offer competitive compensation and an extraordinary benefits package including health, dental, and vision insurance; 401(k) with company matching; flexible‑spending accounts; paid holidays; three weeks of paid time off; and more.

Essential Functions, Responsibilities & Duties

• Monitor Service Desk performance and customer‑service skills (phone, email, in‑person) for training and addressing areas of concern.
• Generate activity reports including ticket metrics, survey results, and performance metrics.
• Support Service Desk Technicians by resolving tickets hands‑on.
• Monitor ticketing systems for patterns and inconsistencies; review and update ticket content as needed.
• Present formal and informal training and assistance on new SOPs and/or new ITU processes.
• Manage meetings with Service Desk Leads, Facilities, Logistics, and Security to implement objectives.
• Provide regular updates on common problems and identify resolutions or improvements.
• Support FBI/TSC directed projects.
• Communicate clear information when addressing customer issues with staff.
• Interpret and apply Standard Operating Procedures (SOP) related to the Service Desk and IT Unit, and support SOP auditing for accuracy.
• Evaluate and recommend adoption of new or enhanced approaches to IT Service Desk services and ESS support.
• Act as a catalyst for change and improvement in performance and quality.
• Ensure services meet organizational goals and objectives.
• Assess customer requirements and ensure they are met within the Service Desk SOP.
• Identify and execute training as needed for shifts when support concerns arise.
• Document all metrics and escalated issues to appropriate resources.
• Manage the Service Desk work schedule, vacation, and holiday schedule to maintain 24/7/365 coverage.
• Certify Staff training on processes and procedures.
• Conduct periodic walkthroughs of the Center, meet with customers to identify outstanding issues, and ensure service standards such as turnaround time are met.

Requirements

• 4+ years of related experience.
• Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.

Clearance Requirement

• Top‑Secret Clearance.

Education

• Bachelor’s degree in a related field.

Office Location and Travel

• Primary place of performance is onsite at Vienna, Virginia.

Equal Employment Opportunity Statement

The company is an equal‑opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity, national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all employment decisions.