Service Desk Lead

Kadiak, a Koniag Government Services company, is seeking an experienced Service Desk Lead to support our federal customer in Vienna, Virginia. This position requires a Top Secret/SCI clearance with willingness to obtain a CI polygraph prior to start. The ideal candidate will have demonstrated leadership experience in service desk operations and a strong track record of delivering exceptional customer service in a 24/7/365 environment. This is an on-site position in Vienna, VA.

The Service Desk Lead will oversee day-to-day operations of a 24/7 service desk team, ensure delivery of high-quality IT support services while maintain compliance with established SLAs.

Key responsibilities include:

• Managing and mentoring service desk team members across all shifts
• Developing and implementing service level agreements (SLAs)
• Generating and analyzing performance metrics and reports for both government and company leadership
• Conducting quality assurance reviews and implementing process improvements
• Overseeing ticket management and escalation procedures
• Maintaining 24/7/365 coverage through effective scheduling and resource management
• Coordinating with various stakeholders including Facilities, HR, Logistics, and Security
• Developing and maintaining Standard Operating Procedures (SOPs)
• Providing regular training and ensuring team compliance with procedures
• Monitoring and reporting on service desk performance metrics
• Managing customer relationships and ensuring satisfaction

Education and Experience:

• 4+ years of experience in Service Desk operations, with at least 1+ years in a lead role Current Top Secret/SCI clearance or ability to obtain.

Required Skills and Competencies:

• Proven leadership experience in service desk operations
• Strong understanding of ITIL principles and service management processes
• Experience in developing and tracking SLA metrics
• Proficiency in generating and analyzing performance reports
• Excellent customer service and communication skills
• Advanced proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, Project, and Visio)
• Experience with ticketing systems such as JIRA, Confluence or Service Manager and other service desk tools
• Ability to support a 24/7/365 operational environment
• Strong problem-solving and analytical skills
• Experience in developing and maintaining SOPs
• Ability to obtain and maintain TS/SCI clearance with CI polygraph

Desired Skills and Competencies:

• Experience working with federal government clients
• Knowledge of federal IT security requirements
• Previous experience in a classified environment
• Project management certification
• ITIL Certification
• Experience with performance metric dashboard creation
• Background in process improvement methodologies
• Experience with change management procedures

Our Equal Employment Opportunity Policy

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 (except where gender is a bona fide occupational qualification), 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 decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [email protected] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352