Current Operations Lead w/active Clearance

About the role

LMI is seeking an experienced IT Service Desk Lead to oversee daily operations, workflows, and customer support activities across an enterprise service desk supporting multiple technical communications facilities, including classified and SAP environments. The lead will manage Tier 1/Tier 2 support teams, coordinate with engineering staff, ensure timely resolution of IT incidents and requests, and drive consistency across service delivery at all program locations. LMI is a digital solutions provider focused on accelerating government impact with innovation, delivering commercial‑grade platforms and mission‑ready AI to federal agencies.

Responsibilities

• Lead day‑to‑day operations of the IT Service Desk, ensuring timely triage, assignment, and resolution of incidents, service requests, and inquiries.
• Serve as the central point of escalation for complex technical issues, coordinating with the Systems Engineer/Endpoint Lead, network teams, and site technicians.
• Monitor ITSM ticket queues to ensure SLA compliance, proper categorization, and high‑quality documentation across all support tiers.
• Oversee onboarding/offboarding support processes, including account provisioning, workstation setup coordination, access permissions, and compliance documentation.
• Develop and maintain standard operating procedures (SOPs), knowledge‑base articles, and workflow guides for service desk personnel.
• Track recurring issues and identify opportunities to improve processes, reduce ticket volume, and enhance user experience in both classified and unclassified environments.
• Support classified environment operations by coordinating with Facility Security Officers (FSOs) on incident handling protocols, equipment movement, and proper documentation.
• Ensure adherence to ITSM best practices and contribute to deployment, configuration, and optimization of enterprise ticketing and asset‑management platforms.
• Collaborate with site teams during system outages, maintenance windows, and facility technology updates, providing clear communications to government and contractor stakeholders.
• Assist with compliance and reporting activities to support RMF/NIST SP 800‑37/800‑53 requirements related to service desk operations, incident response, and access management.
• Contribute to cross‑domain solution (CDS) support efforts by managing user‑impact workflows, access coordination, and incident triage for multi‑domain operations.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years of experience in IT service desk operations, Tier 1/Tier 2 support, or enterprise IT customer service.
• Experience supporting classified or federal systems environments, including Special Access Program (SAP) facilities.
• Hands‑on experience with ITSM ticketing platforms, incident management workflows, and client support practices.
• Strong understanding of account provisioning, workstation setup coordination, and access management in secure environments.
• Familiarity with ICD 705 physical security standards for SCIF and SAP facility support operations.
• Experience leading distributed or multi‑location IT support teams.
• TS/SCI clearance with SAP eligibility required; applicants must be U.S. citizens and will be subject to a government security investigation.

Location & Travel

This position is based in the Washington, DC metro area (Tysons, Virginia) and requires approximately 25 %–50 % travel to support activities across multiple program locations.