Job Description

Tuknik Government Services company, is seeking an experienced Service Desk Lead with a Top-Secret Clearance ability to obtain a TS/ SCI to support TGS and our government customer in Vienna, VA.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Overview:
This position is for a Service Desk Manager Lead to support the FBI\xe2\x80\x99s mission by applying information technology solutions to their business processes. This position would be responsible for managing all service and support requests for the customer, including but not limited to matters regarding information technology, facilities, logistics, and security.
During critical outages and/or issues after hours or on weekends, serves as the main communication focal point. Coordination with internal resources, using the escalation matrix.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Manage information system projects that include identifying customer IT requirements.
• Interpret and apply Standard Operating Procedures.
• Evaluate and recommend adoption of new or enhanced approaches to delivering infrastructures services.
• Provide daily supervision and direction to Help Desk Specialists and Help Desk Support Services Specialist \xe2\x80\x93 Intermediate.
• Ensure activities, services, or products meet organizational goals and objectives.
• Evaluate the effectiveness of identifying and providing the highest quality service for IT support.
• Report, respond to, and resolve customer requests.
• Communicate information in an effective manner with clear understanding so customer issues are successfully resolved.
• Evaluate the efficiency and effectiveness of ITU programs, projects, or operations.
• Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs
• Provide customer with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
• Triage and escalate complex issues to Tier 2, Tier 3 and Management appropriately.
• As needed, perform duties as outlined in the Help Desk Support Services Specialist and Help Desk Support Services Specialist - Intermediate.

Work Experience, Knowledge, Skills & Abilities:

• Bachelor\xe2\x80\x99s degree in relevant field
• Shall have at least 5+ years\xe2\x80\x99 experience in Service Desk operations and customer service working with multiple system classifications.
• BA or BS degree in relevant field and 3-5+ years\xe2\x80\x99 experience in Customer Service years of relevant experience

Working Environment & Conditions
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

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, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by 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 to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com 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 .

EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352