Service Desk Manager - (TS clearance, SCI eligibility) - Onsite

Akima Infrastructure Services, LLC; Alexandria (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

SUVI is seeking a Service Desk Manager to lead the IT support services, ensuring high-quality service across the organization. The role involves overseeing operations, resolving technical issues, and maintaining service level agreements. Ideal candidates will have significant experience in service desk operations and required education, as well as an active security clearance.

Benefits

Comprehensive benefits

Growth opportunities

Competitive pay

Excellent retirement options

Qualifications

• Active DoD Top Secret security clearance with SCI eligibility.
• 9+ years of experience in service desk operations.
• 3+ years managing technical personnel.

Responsibilities

• Oversee daily operations of IT Service Desk.
• Develop and manage escalation procedures.
• Collaborate with teams for issue resolution.

Skills

Technical issue resolution

Leadership

Mentorship

Education

Bachelor’s degree in Computer Science or equivalent

Tools

ServiceNow

Microsoft 365

Job description

SUVI is seeking a Service Desk Manager to oversee and manage Information Technology support services in alignment with the mission of the Government. The ideal candidate will provide leadership for the IT Service Desk team and ensure efficient, effective, and high-quality support across the organization. To join our team of outstanding professionals, apply today!

Responsibilities

• Oversee the daily operations of the organization's IT Service Desk, providing support for computer systems, networks, applications, infrastructure, help-desk services, databases, and other technologies.
• Identify, research, and resolve complex technical issues in a timely and effective manner.
• Develop and manage escalation procedures to ensure service level agreements (SLAs) are met.
• Document, track, and monitor incidents, service requests, and problems to ensure timely resolution.
• Collaborate with technical teams, service personnel, and end users to coordinate issue resolution and deliver exceptional support services.
• Contribute to the planning and maintenance of the organization's data technology operations, including computer hardware, software and telecommunications.
• Participate in the evaluation, development, and recommendation of solutions specific to the entire organization as well as specific solutions for individual departments.
• Support the organization’s transition to new platforms and systems, staying current with emerging technologies to meet evolving business needs.
• Partner with leadership to develop and implement IT support plans, policies, and procedures that align with organizational goals and standards.
• Provide leadership, mentorship, and direction to Service Desk staff to foster a high-performing team environment.

Qualifications

• Active DoD Top Secret security clearance with SCI eligibility.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, Information Technology, or equivalent work experience.
• 9+ years of experience in service desk operations, call center, and deskside support.
• 3+ years of experience managing technical personnel.
• 2+ years of experience with ServiceNow platform and Microsoft 365 (M365) products.

Desired Qualifications:

• ITIL v3 or later certification.

Job ID

2025-17670
Work Type

On-Site
Company Description

Work Where it Matters

Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Suvi, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, Suvi provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, Suvi delivers subject matter experts, an agile management approach, and innovative technologies that accomplish customers’ missions safely, securely, and efficiently.

As a Suvi employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.