Service Desk Analyst Lead (Sec+ / Secret Required)

Akima, LLC•Oklahoma City, OK

6d•Onsite

About The Position

Akima Global Technology is seeking a Service Desk Analyst Lead to oversee seven Enterprise Service Desk Analysts supporting Airmen and Guardians worldwide. The lead manages daily operations, personnel and shift coverage, team performance, escalations, and customer service in a 24/7 environment. This role provides technical guidance and mentorship, monitors service delivery against contractual requirements and customer expectations, and supports operational continuity and process improvement. The position is on-site and requires an active DoD Secret clearance and CompTIA Security+ or a similar certification. The employer describes its work as supporting federal government customers and Alaska Native shareholder communities, and notes that employees have access to comprehensive benefits, competitive pay, growth opportunities, and retirement options.

Requirements

Active DoD Secret clearance.
High school diploma and 6–10 years of technical experience; a bachelor’s degree in a relevant field may substitute for five years of relevant experience.
CompTIA Security+ certification or similar certification.
Strong verbal and written communication skills, including the ability to convey technical information clearly.
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.

Nice To Haves

Experience using ServiceNow service management software or a similar tool.
Knowledge and use of remote deskside support tools such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP).
Leadership experience.

Responsibilities

Lead and oversee seven Enterprise Service Desk Analysts, providing daily direction, technical guidance, mentorship, and accountability.
Manage daily service desk operations, prioritize workloads, distribute assignments, and coordinate resources to resolve incidents and service requests within contractual requirements.
Coordinate personnel schedules, shift coverage, and workload distribution to maintain operations in a 24/7 environment, including addressing staffing challenges and coverage during peak demand and absences.
Act as the primary escalation point for complex technical issues and provide hands-on troubleshooting when necessary.
Oversee incidents from initiation through resolution, ensuring proper documentation, prioritization, escalation, and adherence to service level agreements.
Monitor individual and team performance, review service desk metrics, identify deficiencies, and implement corrective actions.
Use ServiceNow to monitor ticket queues, track incident trends, evaluate performance, and generate operational reports; ensure accurate documentation and adherence to workflows.
Oversee development and maintenance of Knowledge Base Articles and implement process improvements to improve service quality and first-contact resolution.
Identify training needs, facilitate cross-training, and mentor team members to build technical capabilities and support professional growth.
Communicate operational challenges and emerging issues to management and coordinate with technical teams and stakeholders to meet customer expectations.