IT Service Desk Lead (TS/SCI) — Classified & SAP Ops

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

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