**Kadiak, LLC** **Job ID 24200180** _KGS is seeking qualified candidates for our open positions, but we will only extend an offer of employment after a candidate applies through the link in our job posting. If you receive a job offer via email only and have not been interviewed by the KGS hiring manager, feel free to contact_ _KGSrecruiting@koniag-gs.com_ _to verify its validity._ **Kadiak LLC,** a Koniag Government Services company, is seeking an experienced Service Desk Lead with a Top-Secret Clearance to work 2nd shift (230pm-1030pm) in support **Kadiak** and our government customer in Vienna, Virginia. 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. The service desk lead is responsible for managing daily operations of the service desk, managing the service desk shift team, representing the shift team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. **Essential Functions, Responsibilities & Duties may include, but are not limited to:** + Interpret and apply Standard Operating Procedures (SOP) as they relate to the Service Desk as well as the IT Unit and support a standard SOP auditing process to ensure processes are up to date and accurate. + Present formal and informal training and assistance on new SOPs and/or new ITU processes. + Generate Service Desk activity reports including ticket metrics, survey results, and performance metrics. + Monitor Service Desk performance and customer service skills (phone calls, email and in person) for training and addressing areas of concern. + Monitor ticketing systems for patterns and inconsistencies. Review and update ticket content as needed and work with staff to ensure appropriate and accurate information is included. + Act as a catalyst for change and improvement in performance and quality. + Ensure activities, services, and products meet organizational goals and objectives. + Provide regular updates on common problems encountered and identify resolutions/improvements. + Assess customer requirements and ensure that these are met within the Service Desk SOP. + Assure that all metrics are properly documented and escalated to appropriate resources for correction. + Conduct periodic walkthroughs through the Center and meet with customers to identify any outstanding issues and to ensure that customer service is meeting established standards, such as turnaround time. **Work Experience, Knowledge, Skills & Abilities:** + Shall have four years of relevant experience + Shall be able to demonstrate working in a 24/7 operational environment and working on call rotation. + Associate’s degree in related field or 2 years of experience can be subsisted + Top- Secret clearance required. **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 accommodation to navigate or to apply for 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 accommodation. 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**