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Aleknagik Technology, LLC (ATL) · 1 day ago

Service Desk Lead

Alexandria, VA

Full-time

Hybrid

Senior Level, Lead/Staff

9+ years exp

Aleknagik Technology, LLC (ATL) is searching for a qualified candidate to fill the role of Service Desk Lead. This position will oversee day-to-day service desk operations and lead a team of technical professionals supporting enterprise IT services, ensuring timely incident resolution and effective service delivery.

IT ManagementSoftwareTechnical SupportWeb Design

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

Sara Rodriguez

Responsibilities

Lead and manage Service Desk personnel, including performance management, training, scheduling, workload assignment, and coaching

Oversee incident management, problem management, and service request fulfillment processes

Ensure high-quality customer service and adherence to SLAs

Provide escalation support and guidance for complex technical issues

Manage and optimize ServiceNow modules including Incident Management, Knowledge Management, and Service Catalog

Support and troubleshoot M365 services including Teams, Exchange Online, and SharePoint

Coordinate with stakeholders to improve service delivery and operational efficiency

Ensure compliance with security policies and best practices

Qualification

ServiceNowMicrosoft 365Incident ManagementITIL v3Helpdesk SupportCustomer ServiceRemote TroubleshootingSecurity ClearanceTeam Management

Required

Bachelor's degree from an accredited university in Computer Science, Information Systems, Business Administration, or Information Technology

9+ years in helpdesk/desktop support roles, including incident and problem management, remote troubleshooting, hardware/software support, and customer service

3+ years managing technical personnel

2+ years hands-on experience with ServiceNow and Microsoft 365 in a production environment

IAM Level II (or Tier II Service Desk equivalent)

IAT Level II

ITIL v3 or later

Active Secret clearance

U.S. Citizen