IT Service Desk Lead — Classified & SAP Ops

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

Job summary

LMI in Tysons, Virginia, is seeking an IT Service Desk Lead to oversee daily operations across an enterprise service desk supporting SAP and classified environments. You will lead Tier 1/2 teams, coordinate with engineering, and drive consistent service delivery at multiple program locations.

This role requires TS/SCI clearance and SAP eligibility, a bachelor’s degree or equivalent experience, and 3+ years in IT service desk operations. Expect 25–50% travel to program sites in the DC metro area.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years of IT service desk operations, Tier 1/2 support, or enterprise IT customer service.
• Experience supporting classified or federal systems environments.
• Experience supporting 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.

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 systems and network teams.
• 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 and workstation setup coordination.
• Develop and maintain SOPs, knowledge base articles, and workflow guides for service desk personnel.
• Track recurring issues and identify opportunities to improve processes and reduce ticket volume.
• Coordinate with Facility Security Officers on incident handling and documentation for classified environments.
• Ensure adherence to ITSM best practices and contribute to deployment of enterprise ticketing and asset management platforms.
• Collaborate with site teams during outages and maintenance windows, providing clear communications to stakeholders.
• Support RMF/NIST SP 800-37/800-53 requirements related to service desk operations and access management.
• Contribute to CDS support efforts by managing user-impact workflows and multi-domain incident triage.

Skills

IT service desk leadership

SAP environment experience

Security clearance readiness

Education

Bachelor’s degree or equivalent experience

Tools

ITSM tools

Job description

LMI in Tysons, Virginia, is seeking an IT Service Desk Lead to oversee daily operations across an enterprise service desk supporting SAP and classified environments. You will lead Tier 1/2 teams, coordinate with engineering, and drive consistent service delivery at multiple program locations.

This role requires TS/SCI clearance and SAP eligibility, a bachelor’s degree or equivalent experience, and 3+ years in IT service desk operations. Expect 25–50% travel to program sites in the DC metro area.