Help Desk Lead - DoD IT Ops, 24/7 Support, SME

Sms-Data-Products-Group,-Inc; Albuquerque (NM); On-site; USD 65,000 - 90,000; Full time

Job summary

Sms Data Products Group, Inc. seeks a Help Desk Lead to manage a Tier I & II help desk on the C4 contract at Kirtland AFB, supporting the 377th Communications Squadron.

The role involves leading a day and after-hours team, ensuring documented SOPs, and maintaining high-quality customer support. Qualified candidates will have a DoD Secret clearance, DoD 8540 IAT-I certification, and at least three years in a help desk, including team management.

Qualifications

• Minimum of three years in a help desk organization.
• Minimum of 1 year managing and maintaining a help desk team.
• Experience in client/server data networks and system administration.
• Experience with IT ticketing systems.

Responsibilities

• Provide technical leadership to the help desk team, including shift supervision.
• Manage interview, scheduling, shift coverage, and performance for staff.
• Deliver competent and friendly customer support on every interaction.
• Monitor and track open tickets to meet contractual requirements and updates.
• Support special projects and emergencies, respond to 24/7 shifts.

Skills

Team leadership

SME Tier I & II

Multi-tasking

Advanced diagnostic techniques

Ticket management

Windows 10/11

Office 365

ServiceNow

Documentation of SOPs

Customer support

Education

Active DoD Secret security clearance

DoD 8540 IAT-I certification

Tools

ServiceNow

Windows 10/11

O365

Job description

Sms Data Products Group, Inc. seeks a Help Desk Lead to manage a Tier I & II help desk on the C4 contract at Kirtland AFB, supporting the 377th Communications Squadron.

The role involves leading a day and after-hours team, ensuring documented SOPs, and maintaining high-quality customer support. Qualified candidates will have a DoD Secret clearance, DoD 8540 IAT-I certification, and at least three years in a help desk, including team management.