Cleared On Site Senior Service Desk Support Leader

Join our team as a Senior Lead Service Desk Support professional, where you will be at the frontline of IT operations, delivering technical support to end-users and troubleshooting critical issues for a Federal Law Enforcement Agency's Laboratory Division. This role ensures efficient, reliable, and responsive IT support to meet mission-critical objectives. This role is on site in Quantico, VA. Essential Duties and Responsibilities: Provide responsive IT support for Level 1, Level 2, and Level 3 service requests, including troubleshooting hardware, software, and scientific instrumentation issues Track and resolve incidents using the ITSU ticketing system (e.g., Jira) while ensuring compliance with Service Level Agreements (SLAs) Operate the service desk to cover core hours (6 AM - 6 PM ET) and after-hours support for emergencies Develop and maintain Standard Operating Procedures (SOPs) for consistent issue resolution Monitor service desk performance, analyze metrics such as response time and user satisfaction, and report monthly improvements Provide remote support for off-site users using approved tools to ensure broad accessibility Consolidate multiple IT service desks into a single, unified service desk framework for increased efficiency Collaborate with other IT teams to identify systemic issues and improve overall IT service delivery Supervise team of 4-5 support personnel across multiple locations. Required Skills / Experience: Active Top Secret Clearance with SCI eligibility 5+ years' experience providing IT service desk support in enterprise-level environments. Proficiency with ticketing systems like Jira, Ivanti, or Microsoft Service Manager Strong troubleshooting experience with Microsoft Infrastructure, virtualization tools (Hyper-V), and scientific applications Demonstrated ability to support after-hours and emergency IT operations Excellent communication skills for direct user interaction and issue resolution. Desired Skills/Experience: Bachelor's degree in IT, Computer Science, or related field, or equivalent experience. Certifications such as: CompTIA A+, Network+, Security+ Azure Fundamentals, AWS Cloud Practitioner This position is onsite in Quantico, VA 5 days a week. Application deadline 1-31-2025
The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement. The proposed salary for this position is: $90,000 - $160,000 USD At SMX , we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success. We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what's possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration. SMX is committed to hiring and retaining a diverse workforce. All qualified candidates will receive consideration for employment without regard to disability status, protected veteran status, race, color, age, religion, national origin, citizenship, marital status, sex, sexual orientation, gender identity or expression, pregnancy or genetic information. SMX is an Equal Opportunity/Affirmative Action employer including disability and veterans. Selected applicant may be subject to a background investigation and/or education verification.