Implementation Desk Coordinator- Tier 2

LMI Consulting, LLC; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Job summary

LMI is a federal-focused digital solutions provider delivering mission-ready technology at speed. The Tier 2 Implementation Desk Coordinator will support USPS-related incidents via Salesforce, primarily by email, with on-site two days per week and three days of telework at the LMI headquarters in Washington, DC.

You will manage incident adjudication, ensure resolution metrics, and perform QA/QC across USPS processes while coordinating with cross-functional teams and stakeholders.

Qualifications

• Bachelor's or graduate degree in IT or related field.
• 2-4 years of experience providing implementation/help desk support, remotely or on-site.
• Minimum of 2 years of customer experience.
• Ability to follow policies, procedures, and regulations.
• Excellent interpersonal and verbal/written communication skills.
• Must be able to obtain USPS background check and USPS Public Trust Clearance.

Responsibilities

• Responsible for Implementation Desk incident criticality adjudication and Tier 2 assignment or Tier 3 escalation.
• Maintaining resolution rate/time metrics and reporting requirements for the USPS.
• QA/QC for incidents in the USPS functional area.
• All contact, follow-up, and notification of customers assigned to USPS support.
• Provides research using USPS systems such as Salesforce, ServiceNow, etc.
• Provides trends analysis and input to Tier 1 call center training for End User Manuals updates.

Skills

Interpersonal communication

Problem solving

Independent worker

Team collaboration

Technical writing

MS Office proficiency

Attention to detail

Education

Bachelor's or graduate degree in IT or related field

Tools

Salesforce

Job description

Implementation Desk Coordinator- Tier 2

Job Locations

US-DC-Washington, DC

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 energy 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.

The Tier 2 Implementation Desk Coordinator will be responsible for supporting a Salesforce ticketing system remotely for USPS. The candidate will provide Implementation Desk support to customers via the Salesforce application and primarily through email, with telephone, MS Teams, and conference calls as well. This position supports the USPS customer 2 days per week on-site with 3 days of telework at the L'Enfant Plaza Headquarters in Washington, DC.

Responsibilities

• Responsible for Implementation Desk incident criticality adjudication and Tier 2 assignment or Tier 3 escalation.
• Responsible for maintaining resolution rate/time metrics and reporting requirements for the assigned business area of USPS.
• Responsible for Quality Assurance and Quality Control (QA/QC) for incidents associated with the functional business area of USPS.
• Responsible for all contact, follow-up, and notification of customers that are assigned to business area support.
• Provides review, research, and analysis on any configuration and change items (CI) that are not or have been completed in the system.
• Responsible for research and analysis using information found in various USPS systems such as Salesforce, ServiceNow, etc.
• Provides trends analysis and continuously reviews, researches, and provides input to Tier 1 call center training team to support End User Manuals updates.

Qualifications

Required Skills

• Bachelor's or graduate degree in IT or related field
• 2-4 years of experience providing implementation/help desk support, remotely or on-site.
• Minimum of 2 years of customer experience
• Ability to follow policies, procedures, and regulations.
• Ability to work effectively independently as well as in a team environment.
• Ability to take on a high level of responsibility, initiative, and accountability.
• Exceptional interpersonal and verbal/written communication skills, with proven ability to communicate technical information to non-technical personnel and communicate with management, business personnel, and peers concerning IT-related issues.
• Excellent critical thinking and problem-solving skills to aid in the identification, communication, and resolution of issues in a precise and timely fashion.
• Capability to self-motivate, work independently, and balance multiple on-going projects.
• Highly proficient MS Office Suite skills to provide detailed analysis and views of data pulled from various data sources.
• Well-spoken and articulate and with the ability to communicate with all levels of leadership and Army organizations on financial matters.
• Must know how to work independently, but also as part of team and contribute to overall success of the LMI team.
• Provides assistance as needed to other team members to resolve a customer's incident.
• Other duties as assigned to support USPS Business Team
• Must be able to obtain a USPS background check - only US citizens are able to pass these checks.
• Must be able to obtain a USPS Public Trust Clearance.

Desired Skills

• Working knowledge of Salesforce

Target salary range: $70k-90K

Disclaimer: The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various 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.

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

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