Operations Lead, Active Clearance

LMI

. Lead day-to-day operations of the IT Service Desk .

Posted 9/21/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Desk operations, incident management, and compliance with security standards in classified environments. Proficient in developing SOPs and enhancing user experience through effective ticketing and asset management practices.

Highest-signal resume keywords

IT Service Desk OperationsIncident Management WorkflowsAccount ProvisioningTS/SCI ClearanceSAP Facility Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident TriageService Request ResolutionWorkstation Setup CoordinationAccess ManagementITSM Ticketing PlatformsKnowledge Base DevelopmentProcess ImprovementSOP DevelopmentMulti-Domain Operations SupportCompliance Reporting

Soft Skills

LeadershipCollaborationProblem SolvingCommunicationUser Experience Enhancement

Tools & Technologies

Enterprise Ticketing PlatformsAsset Management PlatformsITSM ToolsDocumentation SystemsWorkflow Guides

Certifications & Qualifications

Current TS/SCI ClearanceSAP Eligibility

Industry Keywords

Classified SystemsFederal SystemsICD 705 StandardsSCIF OperationsSpecial Access Program

Tech Stack

Tools & technologies

ITSMTypeScript

About the role

Key responsibilities & impact

Lead day-to-day operations of the IT Service Desk
Ensure timely triage, assignment, and resolution of incidents, service requests, and inquiries
Serve as the central escalation point for complex technical issues
Coordinate with Systems Engineer/Endpoint Lead, network teams, and site technicians
Monitor ITSM ticket queues for SLA compliance, categorization, and documentation quality
Oversee onboarding and offboarding support, including account provisioning, workstation setup, access permissions, and compliance documentation
Develop and maintain SOPs, knowledge base articles, and workflow guides
Track recurring issues and improve processes, reduce ticket volume, and enhance user experience
Coordinate classified-environment operations with Facility Security Officers on incident handling, equipment movement, and documentation
Support deployment, configuration, and optimization of enterprise ticketing and asset management platforms
Collaborate with site teams during outages, maintenance windows, and facility technology updates
Assist with RMF/NIST SP 800-37/800-53 compliance and reporting activities
Support cross-domain solution workflows, access coordination, and incident triage for multi-domain operations
Travel to program locations to support activities

Requirements

What you’ll need

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
Current TS/SCI clearance and SAP eligibility required
Must meet government security investigation and classified-information access eligibility requirements
Must be a U.S. citizen to be eligible for a security clearance

Benefits

Comp & perks

Equal employment opportunity policy
Application accommodations for persons with disabilities
Ability to redact age-identifying information from application materials for Colorado residents