About this role
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers . If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post. Job Description SUVI Global is looking for a Service Desk Lead to work in Alexandria, VA. The Service Desk Lead will support IT across all DoD OIG networks. To join our team of outstanding professionals, apply today! Responsibilities Responsible for overseeing Tier 1 and Tier 2 support operations. Ensuring prompt and effective resolution of incidents in alignment with ITIL-based service management practices. Supervise service desk staff, manage daily workflows and monitor ticket queues to maintain service level agreements (SLAs). Coordinate escalations to higher-tier support teams and ensure clear communication throughout the resolution process. Accountable for maintaining the accuracy and relevance of the knowledge base, enabling consistent and efficient support. Identify trends in support requests and collaborate with IT leadership to implement process improvements. Play a key role in training new team members and fostering a culture of continuous learning and customer service excellence.