IT Service Desk Lead

Overview

LMI is seeking an experienced IT Service Desk Lead to oversee daily operations, workflows, and customer support activities across an enterprise service desk supporting multiple technical communications facilities, including classified and SAP environments. This individual will lead Tier 1/Tier 2 support teams, coordinate with engineering staff, ensure timely resolution of IT incidents and requests, and drive consistency across service delivery at all program locations. 

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 intelligence 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. 

Responsibilities

Primary duties include: 

• 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 closely with the Systems Engineer/Endpoint Lead, network teams, and site technicians. 

• 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, workstation setup coordination, access permissions, and compliance documentation. 

• Develop and maintain standard operating procedures (SOPs), knowledge base articles, and workflow guides for service desk personnel. 

• Track recurring issues and identify opportunities to improve processes, reduce ticket volume, and enhance user experience across classified and unclassified environments. 

• Support classified environment operations by coordinating with Facility Security Officers (FSOs) on incident handling protocols, equipment movement, and proper documentation. 

• Ensure adherence to ITSM best practices and contribute to deployment, configuration, and optimization of enterprise ticketing and asset management platforms. 

• Collaborate with site teams during system outages, maintenance windows, and facility technology updates, providing clear communications to government and contractor stakeholders. 

• Assist with compliance and reporting activities to support RMF/NIST SP 800-37/800-53 requirements related to service desk operations, incident response, and access management. 

• Contribute to cross-domain solution (CDS) support efforts by managing user-impact workflows, access coordination, and incident triage related to multi-domain operations. 

Location: This position is based in the Washington, DC metro area, with travel to program locations. 

Travel: This position requires approximately 25–50%, but up to 70% travel to support activities across multiple program locations. 

Qualifications

Required: 

• Bachelor’s degree in a related field or equivalent experience. 

• 3+ years of experience in IT service desk operations, Tier 1/Tier 2 support, or enterprise IT customer service. 

• Experience supporting classified or federal systems environments. 

• Experience supporting Special Access Program (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. 

• Experience leading distributed or multi-location IT support teams. 

Clearance Requirements 

TS/SCI clearance and SAP eligibility are required for this position. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. LMI will only consider applicants with current security clearances. Please note that only U.S. citizens are eligible for a security clearance.  

Target salary range: $100,000 - $170,000

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.

Job Locations

US-DC-Washington, DC