Current Operations Lead w/active Clearance

LMI Consulting, LLC; Tysons (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

LMI is seeking an experienced IT Service Desk Lead to oversee day-to-day operations, incident management, and customer support across enterprise service desks including classified environments. This role leads Tier 1/2 teams and coordinates with Systems Engineers and site technicians.

Based in the Washington, DC metro area with roughly 25-50% travel, the position requires TS/SCI clearance with SAP eligibility and a track record of securing federal IT operations while improving SLA performance

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3+ years in IT service desk operations, Tier 1/2 support.
• Experience supporting classified or federal systems.
• Experience supporting SAP facilities/environments.
• Hands-on with ITSM ticketing workflows and incident management.
• Knowledge of account provisioning, workstation setup, and access management in secure environments.
• Familiarity with ICD 705 standards for SCIF/SAP facilities.
• Experience leading distributed IT support teams.

Responsibilities

• Lead day-to-day IT Service Desk operations including triage and resolution.
• Escalation point for complex issues, coordinating with engineers and site staff.
• Monitor ITSM queues, ensure SLA compliance and quality documentation.
• Oversee onboarding/offboarding, provisioning, access rights, and compliance paperwork.
• Develop SOPs and knowledge base for service desk personnel.
• Analyze recurring issues to reduce ticket volume and improve user experience.
• Coordinate with Facility Security Officers on classified environment operations.
• Support RMF/NIST SP 800-37/800-53 requirements related to service desk.
• Contribute to cross-domain solution (CDS) support workflows.

Skills

IT Service Desk

Incident Management

SLA Monitoring

Account Provisioning

Access Management

Team Leadership

Federal/DoD Environment

Education

Bachelor's degree

Tools

ITSM platforms

Job description

Current Operations Lead w/active Clearance

Overview

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. This individual will lead 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 new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed.

Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and intelligence sectors - helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value.

Responsibilities

Primary duties include:

• 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 closely with the Systems Engineer/Endpoint Lead, network teams, and site technicians.
• Monitor ITSM ticket queues, ensuring 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 across 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 related to multi-domain operations.

Location: This position is based in the Washington, DC metro area, with travel to program locations.

Travel: This position requires approximately 25-50% travel to support activities across multiple program locations.

Qualifications

Required:

• 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.
• Experience supporting Special Access Program (SAP) facilities, systems, or environments.
• 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.

Clearance Requirements

TS/SCI clearance and SAP eligibility are required for this position. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. LMI will only consider applicants with current security clearances. Please note that only U.S. citizens are eligible for a security clearance.

The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by vari ous factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.Approximate range is subject to change based on the factors listed above.

Job Locations

US-VA-Tysons

LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, disability, age, protected veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a person with a disability needing assistance with the application process, please contact [e-mail]

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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