Help Desk Lead - On-Site at Kirtland AFB | Tier I-II SME

SMS Data Products Group, Inc.; Albuquerque (NM); On-site; USD 90,000 - 110,000; Full time

Job summary

SMS Data Products Group, Inc. is seeking a Help Desk Lead on the C4 contract at Kirtland AFB to supervise and advance national security IT operations.

You will direct a day and after-hours help desk team, ensure contractual performance, and coordinate with external support groups to maintain mission uptime. The role requires strong leadership, hands-on experience with Windows environments and ServiceNow, and a DoD Secret clearance.

Qualifications

• Must have at least 3 years in a help desk environment.
• Minimum 1 year of lead/manager experience.
• Active DoD Secret clearance required.
• DoD 8540 IAT-I certification required.
• Experience with client/server networks and IT ticketing systems.
• Willing to respond to after-hours emergencies.

Responsibilities

• Provides technical support, direction, supervision, and leadership to members of the help desk team.
• Responsible for interviewing, scheduling, work assignment, and performance management.
• Provide competent and friendly customer support on every interaction.
• Monitor and track all open tickets to ensure contractual compliance and provide updates.
• Address customer feedback surveys; support special projects and emergencies on a 24/7 basis.
• Compile and communicate metrics and notable tasks to leadership.
• Attend regular meetings with external support teams.
• Coordinate information between external teams and local leadership.

Skills

Team leadership

Incident management

Customer service

Troubleshooting

Multitasking

DoD Secret clearance

Tools

ServiceNow

Windows 10/11

O365

Remote management

Documentation tools

Job description

SMS Data Products Group, Inc. is seeking a Help Desk Lead on the C4 contract at Kirtland AFB to supervise and advance national security IT operations.

You will direct a day and after-hours help desk team, ensure contractual performance, and coordinate with external support groups to maintain mission uptime. The role requires strong leadership, hands-on experience with Windows environments and ServiceNow, and a DoD Secret clearance.