Service Desk Analyst Lead

We are looking for a highly motivated and experienced Enterprise Service Desk Lead to oversee a team of seven Service Desk Analysts supporting Airmen and Guardians across the globe. In this leadership role, you will be responsible for managing daily service desk operations, coordinating personnel and shift coverage, monitoring performance, and ensuring the delivery of responsive, high-quality technical support.

As the Service Desk Lead, you will serve as the primary point of contact for operational issues, provide technical guidance and mentorship to team members, manage escalations, and ensure service delivery aligns with contractual requirements and customer expectations. You will play a critical role in maintaining operational continuity, improving team performance, and fostering a culture of accountability, collaboration, and exceptional customer service.

Our operations run 24/7, requiring a leader who can effectively coordinate coverage across day, swing, and weekend shifts while remaining responsive to evolving mission requirements. If you are a proactive leader who thrives in a fast-paced environment, enjoys developing personnel, and takes pride in delivering mission-critical IT services, we encourage you to join our team.

Responsibilities

• Team Leadership and Supervision:Lead and oversee a team of seven Enterprise Service Desk Analysts, providing daily direction, technical guidance, mentorship, and accountability to ensure consistent, high-quality service delivery.

• Operational Management: Manage daily service desk operations, prioritize workload, distribute assignments, and coordinate resources to ensure timely resolution of incidents and service requests while meeting contractual performance requirements.

• Workforce and Shift Management: Coordinate personnel schedules, shift coverage, and workload distribution to maintain operational continuity in a 24/7 environment. Proactively address staffing challenges and ensure adequate support during peak demand and personnel absences.

• Advanced Technical Support and Escalation Management: Serve as the primary escalation point for complex technical issues, providing hands-on troubleshooting and technical expertise when necessary to minimize service disruptions and ensure timely resolution.

• Incident Management and Service Delivery: Oversee incident management processes from initiation through resolution, ensuring proper ticket documentation, prioritization, escalation, and adherence to established service level agreements (SLAs).

• Performance Monitoring and Accountability: Monitor individual and team performance, review service desk metrics, identify performance deficiencies, and implement corrective actions to improve efficiency, responsiveness, and customer satisfaction.

• ServiceNow Management and Reporting: Utilize ServiceNow to monitor ticket queues, track incident trends, evaluate team performance, and generate operational reports. Ensure accurate documentation, proper ticket management, and compliance with established workflows.

• Knowledge Management and Process Improvement: Oversee the development and maintenance of Knowledge Base Articles (KBAs), identify opportunities to streamline service desk operations, and implement process improvements that enhance service quality and first-contact resolution.

• Training and Professional Development: Identify training needs, facilitate cross-training, and mentor team members to strengthen technical capabilities, improve operational flexibility, and promote professional growth.

• Customer Communication and Coordination: Serve as a key point of contact for service desk operations, communicate operational challenges and emerging issues to management, and coordinate with technical teams and stakeholders to ensure customer expectations are met.

Qualifications

• Active DoD Secret Clearance required.
• High School diploma and 6-10 years’ technical experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• Strong verbal and written communication skills, with the ability to clearly convey technical information.
• Proven ability to work effectively in a collaborative, team-oriented environment.
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.
• CompTIA Security+ or similar certification required.

Desired Qualifications:

• Experience using Service Now service management software (or similar tool).
• Knowledge and use of Remote Deskside support tools, such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP).
• Leadership experience.

Job ID

2026-26901
Work Type

On-Site
Company Description

Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT 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 AGT, 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, AGT 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, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.

As an AGT 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.