Note: The job is a remote job and is open to candidates in USA. LMI is a digital solutions provider focused on enhancing government impact through innovation. They are seeking a Service Desk Lead to manage operations for the Army Contract Writing System, requiring strong leadership and service management skills to ensure effective support and continuous improvement in service delivery.
Responsibilities
- Leadership experience leading a team of Tier 2 service desk agents performing hands-on procurement system technical and functional troubleshooting and support to the ACE to maintain accessibility and availability of ACWS for users
- Apply advanced understanding of the ACE user community to develop targeted communications and training for the purpose of building core shared knowledge and resolving repeating incidents, service requests, and problems
- Serve as a point of escalation for Tier II functional members within the ACWS Service Desk T3 DevOps teams regarding performance and scalability issues
- Lead engagements with the ACWS program’s internal teams, such as DevOps leads and quality assurance throughout the project lifecycle
- Collaborate with end-users, business stakeholders, and procurement system functional teams to understand ACE education requirements to support adoption of system enhancements and develop user training sessions
- Apply concepts of Appian’s platform architecture and leverage that knowledge to test, deploy, enhance, and maintain Appian applications
- Lead comprehensive technical support to the ACE through Army Enterprise Service Desk (AESD) cases, ensuring timely resolution and documentation of issues
- Oversee Service Desk operations to align with ITIL best practices, meeting or exceeding established service level agreements (SLAs)
- Collaborate with key stakeholders to understand business needs and tailor support offerings accordingly
- Drive consistent, user-focused improvements in the delivery of support services
- Orchestrate on-call resolution for mission critical issues and major incidents and document solutions within the case management system
- Guide the documenting, updating, and maintenance of a comprehensive repository of best practices and troubleshooting procedures
- Oversee and optimize the implementation of ServiceNow for service desk operations
- Maintain and update workflows, dashboards, and reporting tools within ServiceNow to ensure alignment with organizational needs
- Leverage data to track team performance and trends, using tools such as ServiceNow to generate and maintain dashboards for real-time and periodic reporting
- Analyze metrics, identify patterns, and recommend solutions to improve Service Desk efficiency and user satisfaction
- Present regular performance reports, trend analysis, and actionable insights to management and stakeholders
Skills
- Bachelor's degree with 10 years of experience
- 14+ years of work experience in a related field
- Knowledge of Appian platform application development, operations, maintenance, and interfacing systems
- Advanced understanding of the Army Contracting Enterprise or similar user community
- Experience with documentation development (SOPs, training aids, desk guides, etc.)
- Exceptional verbal and written communication skills to interact effectively with stakeholders of many levels, including ability to explain technical concepts to non-technical resources
- Understanding of DoD 8500 series, DoD Risk Management Framework (RMF), JF-HQ DoDIN and USCYBERCOM orders, and DISA guides (SRGs, STIGs)
- Security Plus certification required
- Advanced ITIL certifications (e.g., ITIL Practitioner, Intermediate, or Expert) required (or received w/in 6 months of hire)
- Active DoD Secret Clearance - U.S. Citizenship
- Degree in information technology, computer science, engineering, or related area preferred
- 5+ years of experience with enterprise contract writing system implementations preferred
- Agile delivery experience preferred
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